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.
Episodes
71 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...
EP 65: 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with a distinguished panel of leaders in customer experience and government service delivery:MaryAnn Monroe, MaximusAir...
EP 64: A Digital-First Future for Every American featuring Frank Bisignano on Modernizing SSA and IRS
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS).<...
EP 63: From Data to Impact: How GSA Transformed Digital Analytics featuring Marina Fox
In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government un...
EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Vet...
EP 61 - How California’s EDD is Transforming Customer Experience featuring Loree Levy
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Loree Levy, Deputy Director of California’s Employment Development Department (EDD), to talk about their shared passion for transforming how the publi...
EP 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse
In this episode of The CX Tipping Point, Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer exp...
EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence
In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore ...
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...
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...
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...
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...
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...
EP 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render
In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to...
EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz
In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describ...
EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston
In this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:
SPECIAL EDITION | EP 50 - Navigating the Presidential Transition
In this episode of The CX Tipping Point Podcast, Martha Dorris interviews three former senior federal executives who have led during presidential transitions. They discuss the ongoing emphasis on customer service and experience ...
EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory
In the latest episode of The CX Tipping Point, Martha Dorris interviews Dr. Isabel Kozak, Nurse Practitioner and Assistant Chief of Staff for Community Medicine at the Phoenix VA Health Care System, and Diana Gregory, CEO of Diana Greg...
EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year
In this episode, Martha Dorris talked with the 2024 Service to the Citizen Award’s Government Executive of the Year (Ken Corbin) and the Industry Executive of the Year (Lee Becker). Ken Corbin is the Commissioner of Taxpayer Services and ...
EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Chad Thyes, the President of Adonde LLC. Chad has many years of experience in the management and operation of contact centers and worked in many of the contact cente...
EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public featuring Dr. Bill Brantley
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dr. Bill Brantley, President and Chief Learning Officer (CLO) for Brantley Advanced Social Sciences Application (BASSA). Bill began his government career as a Presidential ...
