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 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 public experiences government services.
With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she’s carried into leadership. Together, they explore how EDD has embraced customer experience practices through modernization efforts that include:
- establishing a dedicated customer experience division
- simplifying application processes for unemployment and disability insurance
- implementing technologies like chatbots to improve access and responsiveness
Loree emphasizes the importance of an enterprise-wide, customer-centric approach that bridges communications and IT while breaking down silos across departments. She highlights how leadership, community practices, and ongoing collaboration are essential to creating better public service experiences.
This thoughtful conversation offers valuable insights into the challenges and opportunities of bringing CX into state government at scale.
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