
The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
Podcasting since 2021 • 59 episodes
The CX Tipping Point®
Latest Episodes
EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul
In Episode 58 of The CX Tipping Point Podcast, Kshemendra Paul shared his journey from Silicon Valley tech entrepreneur to senior federal executive, highlighting his leadership roles at the Department of Justice, the Office of Manageme...
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Season 5
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Episode 58
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43:04

EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs
In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to impr...
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Season 5
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Episode 57
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51:34

EP 56 - Inside Federal HR Modernization featuring Steve Krauss
In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss formerly at the U.S. Office of Personnel Management—recipient of the 2024 Service to the Citizen Award—to unpack the complexities of HR IT modernization in t...
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Season 5
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Episode 56
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41:14

EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell
In this episode of The CX Tipping Point Podcast, we spoke to Alexis Bonnell, the Chief Information Officer of the Air Force Research Laboratory, to explore her inspiring journey from her early career in tech to becoming a leader in gover...
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Season 5
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Episode 55
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1:01:05

EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen
In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Dep...
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Season 5
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Episode 54
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35:31
