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®
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 government innovation. Alexis shares how empathy, curiosity, and clarity have been her guiding principles for driving change and fostering innovation within complex organizations. Alexis was a 2024 Service to the Citizen Award Winner.
We delve into the challenges of implementing artificial intelligence, not just as a tool for efficiency but as a way to empower teams and elevate their work. Alexis walks us through a fascinating four-stage process to help people adapt to AI, from the initial "Tada!" moment of excitement to the "Ho-hum" stage of seamless integration.
Listeners will learn about the importance of recognizing contributions in teams, the power of positive reinforcement, and Alexis's unique practice of gifting custom shoes to women in government as a token of appreciation for their hard work.
The episode also highlights the innovative strategies Alexis is employing to tackle inefficiencies in government processes. From conducting "toil tours" to identify and eliminate waste, to promoting a bold "kill bonus" initiative that rewards stopping unnecessary tasks, Alexis shares actionable insights on creating a culture of progress over activity.
Finally, we discuss the human side of AI and change management, exploring how leaders can build trust, empower risk-takers, and shift organizational mindsets from critics to champions.
Key Takeaways:
- How empathy and curiosity fuel innovation in government.
- The four stages of adapting to AI and its potential to revolutionize work.
- Strategies for eliminating inefficiencies and fostering a culture of action.
- Recognizing and rewarding team contributions to drive morale and impact.
Stay tuned for a thought-provoking discussion that bridges the gap between technology, people, and purpose.
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!
Stay Connected:
- Follow us on social media:
- LinkedIn: @DorrisConsultingInternational
- Twitter: @DorrisConsultng
- Facebook: @DCInternational
Resources Mentioned: