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.
The CX Tipping Point®
Latest Episodes
EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker
In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government servic...
EP 69: Building a Smart City from the Ground Up: Brownsville’s Transformation featuring Jorge Cardenas
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Jorge Cardenas, CIO of Brownsville, Texas and a 2025 Service to the Citizen Award winner. Tasked with transforming one of the least connected cities in the U...
EP 68: Building Citizen-Centric Digital Services Across Europe featuring Frank Leyman
In this episode of The CX Tipping Point, Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen...
EP 67: Serving Veterans through Committed Senior Leadership featuring Dr. Paul Lawrence
In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Dr. Paul Lawrence, Deputy Secretary of the Department of Veterans Affairs. Dr. Lawrence previously served as the Under Secretary for Benefits during his first...
EP 66: From Quicksilver to Now & Beyond: Lessons in Government Digital Transformation featuring Mark Forman
Welcome to season 6 of The CX Tipping Point Podcast! In this episode of The CX Tipping Point Podcast, Martha Dorris talks with Mark Forman about the evolution of digital government and e-government initiatives, with a foc...
