The CX Tipping Point®

In this episode of The CX Tipping Point , Martha Dorris, the host, is interviewed by Alex Yerkes, the producer.  Martha discusses the difference between customer experience, customer service, and user experience, including the components of CX such as governance, customer understanding, performance measurement, culture and design thinking.  She also expands on her testimony to the Senate Homeland...

When did you last receive an e-mail from a government agency? What about a text message? Was it relevant? Timely? Did it understand who you were and what you needed to know? Did it guide you to the right next step? Did it anticipate your questions and concerns? Answering these questions are a good start to connecting an agency’s subscriber experience with its customer experience.   In this episode...

In this episode of The CX Tipping Point, Martha Dorris spoke with Kshemendra Paul, the Chief Data Officer at the Department of Veterans Affairs.  Kshemendra has a long history of driving data sharing across the federal government and levels of government.  In his role at the VA, he has been tasked with modernizing and energizing the data and analytics community, building on the VA’s history of inn...

In this episode of “ The CX Tipping Point Podcast ,” Martha Dorris talked with Dr. Liz Herman, a knowledge management expert and professional. Liz defined knowledge management as “the strategies and processes aligned with identifying, capturing, structuring, and valuing the organization's intellectual assets - what the organization knows, to enhance its performance and its service to its cust...

In this episode of “ The CX Tipping Point Podcast ,” Martha Dorris spoke with leaders of High Impact Service Providers and customer experience within their agencies.  The included: Barbara Morton, Deputy Chief Veteran Experience Officer, Department of Veterans Affairs (VA) Niki French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security (DHS) Si...

In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010.  FSA has over 40 million customers, m...

In this episode of “ The CX Tipping Point Podcast ,” Martha Dorris speaks with Airis McCottry Gill, who is the Executive Director for Employee Experience and Organizational Management at the Department of Veterans Affairs’ Veterans Experience Office. The VA is leading the way in focusing on employee experience and how it drives service delivery for veterans, their families, caregivers and survivor...

In this episode of The CX Tipping Point Podcast , Martha Dorris talks with Ken Corbin, the Commissioner of the Wage and Investment Division at the Internal Revenue Service (IRS) and the first Chief Taxpayer Experience Officer.  Ken’s long history at the IRS gave him a unique perspective on the customers of the IRS and how to improve the experience they have.  Over the past two years, the IRS has b...

 In this episode of The CX Tipping Point Podcast , Martha Dorris talked with Simchah Suveyke-Bogin, the Chief Customer Experience Officer at the US Department of Agriculture. Simchah describes how leveraging the principles of CX increases trust in USDA’s products and services and in the government. While Section 280 of OMB Circular A-11 provides a methodology for measuring trust, she will be think...

Welcome to the 13th episode of The CX Tipping Point Podcast! In this episode, Martha Dorris and a panel of customer experience (CX) experts consisting of former government and industry officials, discussed the progress the federal government has made over the past year and a half in delivering services to the public and their employees. We are at a perfect storm for transforming government service...

In this episode of “The CX Tipping Point Podcast,” Martha Dorris speaks with Scott Weiss, formerly a White House Presidential Innovation Fellow and IDEO alum with an expertise in human centered design and organizational strategy.  As a PIF, Scott worked with federal agencies to strengthen their human centered design, customer experience and innovation capacity and capabilities. Scott begins by des...

In this episode of The CX Tipping Point™ Podcast , Martha Dorris spoke with Barbara Morton, the Deputy Chief Veteran Experience Officer at the Department of Veterans Affairs (VA). Barbara C. Morton has served as the Deputy Chief Veteran Experience Officer at the VA since July 2016 after serving in the VA Board of Veterans’ Appeals. Learn how she is building a lasting customer experience capability...

In this episode of The CX Tipping Point Podcast , Martha Dorris chats with Robert Shea, National Managing Principal at Grant Thornton, formerly at the Office of Management and Budget. Robert provides his advice and recommendations from his many years as an executive in both government and industry.  He provides insights to both political appointees and career public servants on how to effectively...

In this episode of The CX Tipping Point ™ Podcast , Martha Dorris talked to the Customer Experience Branch Chief at the Cybersecurity Infrastructure Security Agency (CISA), Jon Kraden. Jon shared his personal journey to understanding the importance of customer experience. After working on the Hill and at the US General Services Administration and the Department of Homeland Security (DHS)/CISA, he...

In this episode of The CX Tipping Point Podcast , Brenda Wensil shares her experience coming into the government as the first Chief Customer Officer at the Department of Education’s Federal Student Aid during the banking crisis in the US.  Brenda came into the government from the financial services industry to put a focus on borrowers as customers by making the process simpler throughout the journ...

In this episode, Martha Dorris interviewed Dan Barrett, a CX Evangelist at Grant Thornton, who began his customer experience journey at the US Postal Service by focusing on customer insights. Learn about the importance of customer insights; quality, reliable data; balancing the interests of different customer groups; how to create a voice of the customer program; and workshops to determine the pat...

Joseph Michelli is a world-renowned business expert, specializing in leadership and customer experience, business consultant, speaker and New York Times Best Selling author. During the conversation with Joseph, he shares his experience and expertise in working with leading companies on customer experience and customer service issues. He has published books highlighting well known CX examples inclu...

In this episode of The CX Tipping Point podcast, we spoke with Crystal Philcox who has held senior executive positions at the Internal Revenue Service (IRS) and the US General Services Administration. She shares her experience at improving service to citizens and suppliers across these two agencies.  Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please...

In this episode of the CX Tipping Point Podcast, we spoke with Mariela Cardona, Former Director at the Office of Citizenship and Applicant Information Services at the U.S. Citizen and Immigration Services(USCIS). She shares her personal customer experience journey and how the USCIS has focused on the customer for decades.  Thank you for listening to this episode of The CX Tipping Point Podcast! If...

On this episode of the CX Tipping Point we chat with Brian Whittaker, former Acting Director of 18F & Deputy Director of GSA’s IT Modernization of Centers of Excellence, on the role that diversity and inclusion play in delivering government services. Hear how these play an important role in the research and implementation to achieve the desired outcome. Brian is currently the Director of Desig...

On this episode of The CX Tipping Point, we chat with Ann Steward, former Chief Information Officer (CIO) in Australia and Tim Conway, independent consultant in the technology sector among others. Ann and Tim provide insights from government and industry about the government’s implementation of technology. Both of their experiences span decades. Thank you for listening to this episode of The CX Ti...

On this episode of The CX Tipping Point, we chat with Lee Becker, CX Evangelist from Medallia and formerly from the Department of Veterans Affairs (VA) and discuss his perspective on the importance of improving the experience of veterans, families and caregivers with the VA.  Learn the secrets behind some of the VA’s successes at improving the trust veterans have in interacting with the VA as well...

Welcome to the CX Tipping Point podcast! This podcast brings together leaders from government and industry to reveal the secrets behind how we’re transforming customer and citizen experiences. On the show, we will chat with unsung heroes who work behind the scenes to improve the lives of citizens and government employees.  We learn from the people who do it and the challenges they face.  Thank you...