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 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, Maximus
- Airis Gill, Deloitte
- Crystal Philcox, Philcox Consulting
- Lee Becker, Medallia
The group characterizes today’s environment as “codified, fragile, and accelerating”—noting strong policy alignment around CX but ongoing staffing and capacity challenges. They highlight the continued commitment to CX across administrations, from the Government Performance and Results Act to the current Customer Experience Executive Order.
Key topics include:
- Modern legislation and initiatives shaping service delivery and the need for integrated governance
- The importance of design-driven approaches, along with AI and automation—including the new America by Design Executive Order
- Preparing the government workforce for rapidly evolving technologies
- Why starting with the customer and working backwards leads to better, more effective services
A concise, forward-looking conversation on what it takes to deliver modern, customer-centered government services.
The following policies and legislation were discussed.
21st Century Integrated Digital Experience Act, December 2018
Government Services Delivery Improvement Act, January 4, 2025
Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025
Section 280 of A-11, Managing Customer Experience and Improving Service Delivery, 2025
Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government (December 13, 2021)
OMB Memorandum M-23-22, Delivering a Digital-First Public Experience (September 23, 2023)
Executive Order 14338, Improving Service through Design, August 21, 2025
Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025
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