By Dorris Consulting International
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 leverag
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The podcast currently has 52 episodes available.
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:
Federal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can’t complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help.
Key Topics Discussed:
As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever.
This episode is sponsored by Senture.
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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 revolves around effective mission delivery. As we approach the election and the subsequent transition, the conversation emphasizes the importance of managing this uncertain period, especially in relation to national security.
In this episode, Martha talked to:
Political appointees and career public servants must collaborate closely to fulfill the government’s mission and the goals of each administration. Their interdependence is crucial. During the discussion, it was highlighted that customer experience principles can be applied to the transition process. Key topics covered include:
Whether you are a career public servant, political appointees or contracts, there will be something that you learn to make this process simple, seamless and gracious.
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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 transitional housing veterans in food deserts and has expanded to serve veterans at various locations including USVets, the 32nd Street clinic, and the main VA hospital. Since 2017, "Veggies for Vets" has provided over 18,000 veterans with free produce, supported by corporate sponsorships and community donations. This initiative not only supports local farms but also bridges gaps between government and industry.
In this episode, Dr. Kozak and Diana Gregory reveal:
This conversation is a testament to how dedication and collaboration can drive meaningful change.
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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 experience at the IRS where he began as a student at the age of 16. Lee Becker was formerly on active duty in the Navy, followed by the Department of Defense and Veterans Affairs. Now, Lee serves the government through his position at Medallia.
This is an inspiring episode with two leaders who shared:
We will be celebrating their accomplishments at the 2024 Service to the Citizen Awards on September 13, 2024, at The Mayflower Hotel in Washington DC.
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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:
To contact Chad, he can be reached at [email protected].
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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 management and learning bring a different perspective and lens to the discipline of customer experience. In this episode, we talked about a few of his recent LinkedIn posts on:
We also discussed how artificial intelligence is being used to improve customer experience. Bil is a regular speaker on these topics.
Follow Dr. Brantley on LinkedIn.
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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 services to meet the needs of the 1 billion touch points a year. As stated in the 2023 CX Annual Report, DHS believes that better customer experience means that the touch points they have with the public are more secure, equitable, efficient, effective and accessible for everyone.
In this episode, you will learn how DHS:
At the core, customer experience and human centered design isn’t an initiative. It’s about creating a human centered organization that embeds customer-focused thinking into every aspect of operations. It’s about a way of thinking and working that addresses issues and finds solutions for the people they serve.
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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 Federal government. The Public Experience Portfolio operates USAGov, a program that connects people with government information more than 113 million times a year through websites (USAGov and USAGov en español), social media, email, and phone calls and chats to the USAGov Contact Center.
In this episode, you will learn about:
Monitor the progress as the Public Experience Portfolio prepares to transition Benefits.gov to USAGov and continues to provide information and services in English and Spanish.
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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 Officer in the Air Force to raise the bar on user experience for their systems. His efforts in the AF are being replicated in the Department of Defense.
The Air Force’s focus on customer and user experience bubbled up from internal computer issues such as long reboot times. There was an open letter on LinkedIn from an airman referred to as the “Fix my computer” memo that elevated the importance of fixing their systems and computers and led to the hiring of Colt. These issues make airmen question when you can’t fix the small things, you begin to question whether the important things can be accomplished.
Colt describes his roles and responsibilities, how data and feedback provide a good framework for measurement and mechanisms for tracking experience and feedback. Colt’s journey into the government resulted in a very rewarding experience and an offer to help others get into the government. Please contact him via LinkedIn if you want to chat.
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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 Ottawa, Canada. We discuss the importance of bringing users into the design process and many examples of how design creates more effective and efficient systems. As a systems engineer, Nilufer designed a system without bringing users into the process. Later, when she became a user of the system, she understood the value of design thinking. She has a unique perspective as a designer coming from a technology background.
Learn from her years of experience in government and industry. Nilufer has shared her experience as a Tedx speaker as well.
Check out her book on design thinking at: Future Proofing by Design
Follow Nilufer on X (formerly Twitter): @digitalNil
Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!
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The podcast currently has 52 episodes available.
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