The CX Tipping Point®

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: Import...

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 a...

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 tra...

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...

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. T...

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...

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...

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 transfo...

In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX).  You will hear from: Mary Swartz, ICF Next Lee Becker, Medallia Rachel Schwind, ASI Government Amanda Chavez, NuAxis Innovations This episode was recorded on the 2nd anniversary of Executive Order 14058, Transforming Fede...

In this episode of The CX Tipping Point, Martha Dorris spoke to Robert Shea and Adam Hughes of a new consultancy called GovNavigators .  Robert is the co-founder and Chief Executive Officer and Adam is a co-founder and President. Using their decades of experience and expertise in government management and driving improved performance, Robert and Adam shared how agencies should: Focus on outcomes B...

In this episode of The CX Tipping Point , Martha Dorris spoke to the Deputy Taxpayer Experience Officer (TXO) at the Internal Revenue Service, Courtney Kay-Decker.  Ms. Kay-Decker has a long history of working in revenue and taxes.  During this episode, she shares how the IRS is using the Inflation Reduction Act funding as well as the challenges and priorities when delivering outstanding services...

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Dr. Indra Sandal, the Chief of Innovation at the Tampa Veterans Hospital and Mr. Greg Goins, the VISN 9 Network Director and Executive Sponsor of the VHA-Uber Health Connect Initiative. The Department of Veterans Affairs manages a very sophisticated innovation ecosystem that allows them to identify issues and pilot solutions...

In this episode of The CX Tipping Point Podcast , Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program.  Bob shared his journey on returning to government service due to his commitment to the mission of government and the personal satisfaction from working in the government.   Bob Kayl is a 2023 Service to the Citizen Awar...

In this episode of The CX Tipping Point , Martha Dorris spoke to Dr. Anne Utech, the National Director for the Nutrition and Food Services at the Department of Veterans Affairs. Dr. Utech describes her journey at VA, leveraging her experience and expertise in diet and nutrition to serve veterans. Her passion and enthusiasm for the impact that VA’s nutrition and food services programs have had on v...

In this episode of The CX Tipping Point Podcast , Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committee. Matt’s extensive experience and expertise in information technology (IT) modernization, cybersecurity and identity management at the General Services Administra...

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises, such as housing issues that were impacted by Hurricane Katrina or the banking crisis of 2009.  As demonstrated during the pandemic, having a modern infrastructure...

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the intergovernmental, government/industry team that supports Recreation.gov .  Recreation.gov, also known as rec.gov, provides a one-stop shop for the public to access tools, services and information on 4,200 facilities and activities and over 113,000 individual reservable sites across the country.  Thirteen federal agencie...

In this episode of The CX Tipping Point Podcast , Martha Dorris talked with John Riordan, a leadership development consultant, coach and trainer of executives in government and industry.  John shares his insights from coaching hundreds of people, many of which were transitioning into the senior executive service. The Federal government’s focus on improving government services through improved cust...

With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Customer experience is the perception that your customers have when interacting with your or...

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke to Noel Hara, the Chief Technology Officer for the NTT Data’s Public Sector. Noel was selected as a 2022 Service to the Citizen Award winner for his efforts to leverage an application to track Covid-19 infection rates to help bring students from K-12 and colleges back into the classroom at the height of the pandemic. Noel explain...

In this episode of The CX Tipping Point Podcast , Martha Dorris spoke with Andy Beamon, a Senior Vice President at Maximus Federal and MaryAnn Monroe, the Senior Director of Customer Experience for Maximus Federal, to discuss the Government’s focus on delivering a digital first customer experience, but not digital only . In this discussion, they described how digital first but not digital only sho...

In this episode of “ The CX Tipping Point ,” Martha Dorris spoke to Nicole Callahan, a Data Analyst for Customer Insights in the Student Experience and Aid Delivery at the Federal Student Aid (FSA) in the Department of Education. Nicole, who has spent her entire career at FSA, shares her passion for “listening to customers” to better understand their experience, pain points, and take action. Like...

In this episode of “ The CX Tipping Point Podcast, ” Martha Dorris talked to Evan Davis, a Senior Vice President at Maximus Federal about “The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services.” Contact centers are the hub of digital services and one of the best ways to assess what’s on the mind of your customers and what the reasons for their interactio...

In this episode of The CX Tipping Point Podcast , Martha Dorris talked with Kimberly Walton, formerly the Executive Assistant Administrator for Enterprise Support. Throughout her career, Kimberly has focused her efforts to create a diverse and inclusive workforce. Today, she leads her own consultancy focusing on diversity, equity, inclusion and accessibility (DEIA).   In most cases, DEIA is rattle...

In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke to Dr. Anne Bailey, Director of Clinical Tech Innovation for the Veterans Health Administration (VHA) Innovation Ecosystem (IE) and the Immersive Tech Lead for the Office of Healthcare Innovation and Learning (OHIL) at the Department of Veterans Affairs (VA).  We also spoke to Caitlin Rawlins, Innovation Specialist for the West...