The CX Tipping Point®

In this episode of The CX Tipping Point Podcast , Martha Dorris hosts a discussion with leaders from the ACT-IAC Contact Center Modernization Working Group and workshop facilitators from the ACT-IAC Contact Center Summit held in April 2026.  Featured guests include: MaryAnn Monroe, Industry Co-chair, Contact Center Working Group Meghan Daly, Industry Co-chair, Contact Center Working Group Crystal...

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...

In this episode of The CX Tipping Point Podcast , Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government service delivery often starts at the front lines. Michelle, District Manager and 2025 Service to the Citizen Award recipient, and Laura, a Claims Specialist and 2025 Ri...

In this episode of The CX Tipping Point Podcast , Martha Dorris sits down with Jorge Cardenas, CIO of Brownsville, Texas and a 2025 Service to the Citizen Award winner. Tasked with transforming one of the least connected cities in the U.S., Jorge shares how he built a smart city from the ground up, modernizing infrastructure, expanding fiber networks, and launching a private 5G network. He discuss...

In this episode of The CX Tipping Point , Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen services. Frank shares insights into the European single market’s digital initiatives and Belgium’s efforts to build more citizen-centric services. The conversatio...

In this episode of The CX Tipping Point Podcast , Martha Dorris sat down with Dr. Paul Lawrence, Deputy Secretary of the Department of Veterans Affairs. Dr. Lawrence previously served as the Under Secretary for Benefits during his first term at VA and was named the 2019 Service to the Citizen Government Executive of the Year . As Deputy Secretary and Chief Operating Officer, Dr. Lawrence oversees...

Welcome to season 6 of The CX Tipping Point Podcast! In this episode of The CX Tipping Point Podcast , Martha Dorris talks with Mark Forman about the evolution of digital government and e-government initiatives, with a focus on the groundbreaking Quicksilver project of the early 2000s. Mark shares how Quicksilver identified 24 priority initiatives across four portfolios to improve 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 arou...

In this episode of The CX Tipping Point Podcast , Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS). Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how tho...

In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services. From her early career in data analytics to launching analytics.usa.gov , Marina shares how she built one of the most impac...

In this episode of The CX Tipping Point Podcast , host Martha Dorris sits down with Christopher Mannozzi , Director of Performance Management, and Jim Schaefer , Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA). Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves...

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...

In this episode of The CX Tipping Point , Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer experience (CX) and employee experience (EX) together as a “Total Experience” at HHS. With a career spanning defense, law enforcement, and health, Avery shares unique insights on servi...

In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament , Chief Digital Transformation Officer, and Janet Pence , Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore how CBP is transforming its service delivery, operations, and customer experience through innovation and technology. Fresh off being named the 2025 Service to the Citiz...

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—m...

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...

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...

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 or...

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 serie...

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, a...

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...

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...

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 custom...

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...

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 fo...