The CX Tipping Point®

In Episode 58 of The CX Tipping Point Podcast, Kshemendra Paul shared his journey from Silicon Valley tech entrepreneur to senior federal executive, highlighting his leadership roles at the Department of Justice, the Office of Management and Budget, and the Department of Veterans Affairs. His work focused on improving government performance through data, fraud prevention, and information sharing—most notably with the Recovery Act a...

In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors. 

She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital...

In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss formerly at the U.S. Office of Personnel Management—recipient of the 2024 Service to the Citizen Award—to unpack the complexities of HR IT modernization in the federal government.

Steve shares candid insights into the inefficiencies of the current HR IT ecosystem and underscores the urgent need for improved coordination, data interoperability, and shared s...

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 Servi...

In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Department of Homeland Security and 2024 Service to the Citizen Award winner.

We explored the efforts that USCIS has made in improving public service delivery through a series of customer experience (CX) enhance...

In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences.

She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain in...

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency’s mission and address the needs of its customers.”

To set the ...

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:

• Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)
• Nikki French, Customer Experience Branch Manager, TSA/DHS
• Simchah Suveyke-Bogin, Chief Customer Experience Officer, USDA
• Keith Thurst...

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 over the years, highlighting advancements made in the last two administrations. However, challenges remain, as not all agency personnel fully embrace the concept of customer experience, which ultimately revo...

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 Gregory Outreach Services. They discuss their collaborative initiative, "Veggies for Vets," which delivers fresh fruits and vegetables to veterans facing food insecurity.

The program began with t...

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 formerly the Chief Taxpayer Experience Officer at the Internal Revenue Service (IRS).  Lee Becker, is a Senior Vice President for Public Sector and Healthcare for Medallia. Ken has many decades of...

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 centers that deliver some of the most important services that the federal government delivers to the public.

In this episode, Chad shares his insights into the:

1. Importance of contact centers to the gov...

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 Management Fellow.  I worked with Bill many years ago in the US General Services Administration’s Office of Intergovernmental Solutions. 

Bill’s expertise and experience in innovation, program...

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 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in the Department of Homeland Security. DHS is dedicated to transforming their most impactful servi...

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 year, the Public Experience Portfolio was identified as a high impact service provider (HISP).  It strives to unify, improve, and standardize the experience the public has interacting with the Feder...

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, Colt wanted to work in the government in the area of technology and management. He was able to secure a position after seeking advice from the CIO of the Air Force. They created a Chief Experience Office...

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 innovation and design thinking with expertise in telecommunications, defence, application development, project management, and information technology management in the public sector.

Nilufer shares her expertise and experience at working in design in...

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 dual hatted as the Lead for their Voice of the Customer Program and the Acting Chief Customer Officer. For anyone planning to create a Chief Customer Office, Camille shared how the office was originall...

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 experiences that crossed numerous federal agencies and led to an opportunity as a White House Fellow, later joining the US Digital Service where she recognized the transformative potential of technology in g...