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 71: Transforming Trust: How USPTO is Redefining Customer Experience featuring Charles Thomas
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In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Charles Thomas, the 2025 Customer Experience Trailblazer, whose leadership has transformed how the U.S. Patent and Trademark Office delivers digital services to the public. From launching the Trademarks program to leading USPTO’s enterprise-wide customer experience strategy, Charles has championed a user-first approach that makes trademark protection and innovation more accessible for entrepreneurs, attorneys, and business owners nationwide.
We discuss how customer journey mapping, usability testing, and strategic research helped USPTO surpass key satisfaction goals, achieving more than 80% customer satisfaction and trust scores across its digital services. Charles also shares insights from leading the development of Trademark Center, the modernized platform simplifying trademark applications for more than 500,000 users each year.
Tune in to hear how human-centered design, thoughtful innovation, and a commitment to public service are helping reshape the future of government digital experiences.
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