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
52 episodes
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:
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Season 4
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Episode 51
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1:03:14
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 ...
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Season 4
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Episode 50
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1:09:55
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...
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Season 4
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Episode 49
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40:00
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 ...
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Season 4
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Episode 48
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1:08:35
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...
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Season 4
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Episode 47
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1:08:02
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 ...
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Season 4
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Episode 46
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53:54
EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Dana Chisnell, the Executive Director of the Customer Experience Directorate and Stephanie Moore, the Program Manager for the implementation of Executive Order 14058...
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Season 4
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Episode 45
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1:10:29
EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks
In this episode of The CX Tipping Point, Martha Dorris spoke to Leilani Martínez, the Director of the Public Experience Portfolio and Marietta Jelks, a Product Manager of USAGov in GSA’s Technology Transformation Services.Last ye...
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Season 4
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Episode 44
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43:40
EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall
In this episode of The CX Tipping Point, Martha Dorris spoke to the CEO of BRAV017 and formerly the Chief Customer Officer at the US Department of the Air Force and Space Force, Colt Whittall.After experience in the private sector...
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Season 3
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Episode 43
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59:17
EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Nilufer Erdebil, the Founder and CEO of Spring2Innovation Design Thinking. Nilufer is a leading consultant of i...
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Season 4
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Episode 42
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56:12
EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the Acting Chief Customer Officer at the US General Services Administration. Camille Tucker has worked in the Chief Customer Office since 2018 and currently is dua...
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Season 4
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Episode 41
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49:35
EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Noreen Hecmanczuk, a Senior Advisor for Strategic Engagements and Communications to the Federal CIO, Clare Martorana. In this episode, Noreen shared her expe...
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Season 4
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Episode 40
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51:25
SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience
In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX). You will hear from:Mary Swartz, ICF Nex...
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Season 3
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Episode 39
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1:26:31
EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes
In this episode of The CX Tipping Point, Martha Dorris spoke to Robert Shea and Adam Hughes of a new consultancy called GovNavigators. Robert is the co-founder and Chief Executive Officer and A...
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Season 3
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Episode 38
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33:19
EP 37: Insights from the IRS' Taxpayer Experience Office featuring Courtney Kay-Decker
In this episode of The CX Tipping Point, Martha Dorris spoke to the Deputy Taxpayer Experience Officer (TXO) at the Internal Revenue Service, Courtney Kay-Decker. Ms. Kay-Decker has a long history of working in revenue and taxes.&n...
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Season 3
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Episode 37
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47:43
EP 36 - How the VA's Innovation Ecosystem Reduced Veterans' Missed Medical Appointments featuring Dr. Indra Sandal & Gregory Goins
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Dr. Indra Sandal, the Chief of Innovation at the Tampa Veterans Hospital and Mr. Greg Goins, the VISN 9 Network Director and Executive Sponsor of the VHA-Uber Health Conn...
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Season 3
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Episode 36
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47:18
EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program. Bob shared his journey on returning to government se...
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Season 3
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Episode 35
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25:16
EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech
In this episode of The CX Tipping Point, Martha Dorris spoke to Dr. Anne Utech, the National Director for the Nutrition and Food Services at the Department of Veterans Affairs. Dr. Utech describes her journey at VA, leveraging her experi...
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Season 3
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Episode 34
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35:09
EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committ...
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Season 3
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Episode 33
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40:53
EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises,...
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Season 3
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Episode 32
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51:50
EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the intergovernmental, government/industry team that supports Recreation.gov. Recreation.gov, also known as rec.gov, provi...
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Season 3
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Episode 31
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46:10
EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan
In this episode of The CX Tipping Point Podcast, Martha Dorris talked with John Riordan, a leadership development consultant, coach and trainer of executives in government and industry. John shares his insights from coaching hundre...
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Season 3
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Episode 30
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52:51
EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs
With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they a...
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Season 3
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Episode 29
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52:48
EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Noel Hara, the Chief Technology Officer for the NTT Data’s Public Sector. Noel was selected as a 2022 Service t...
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Season 3
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Episode 28
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23:55
EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Governme...
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Season 3
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Episode 27
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1:02:04
