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 including Starbucks, Zappos, and Mercedes Benz. He provided his advice to the Federal government in being able to make the lives of the public better through services that are comparable to the private sector. He shared advice on gaining leadership buy-in, connecting CX and employee experience (EX) and leadership.

We also chatted about his latest book, Stronger Through Adversity:  World Class Leaders Share Pandemic-Tested Lessons Learned on Thriving during the Toughest Challenges.  As he was consulting during the pandemic on how to meet the customers’ needs during these unprecedented times, he discovered the importance of authenticity in leading connected teams.  He shares his recommendations for leading organizations during these times. 

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!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 Design and Development on the Consumer Financial Protection Bureau.

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!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 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!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 as being part of the most mature customer experience office in the federal government - and one of the first department-wide CX offices. 

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!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form

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 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!

Stay Connected:

• Follow us on social media:
  • LinkedIn: @DorrisConsultingInternational
  • Twitter: @DorrisConsultng
  • Facebook: @DCInternational

Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form