The CX Tipping Point® (Dorris Consulting International)
Explorez tous les épisodes de The CX Tipping Point®
| Date | Titre | Durée | |
|---|---|---|---|
| 14 Mar 2022 | EP 16 - Airis McCottry Gill: How Employee Experience at the VA Impacts the Veterans’ Experience | 00:49:40 | |
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 survivors. Airis shared her efforts to understand VA’s workforce and address two areas identified through their human centered design approach and employee journey map. These are improving the onboarding experience and developing "my career." Through joint efforts with human resources, they are developing tools and approaches to address “developing my career.” This program began as a leadership development assignment and due to its success and support within the VA, has become an initiative supported by an organization. They leveraged the approach used in the veteran experience efforts. Their vision is to provide a world class employee experience that empowers all team members to serve our veterans, their families, caregivers and survivors with pride. Their mission is to ensure an inclusive, responsive, seamless and employee centric experience through which all team members feel valued and supported. Learn how Airis and the VA are working to accomplish this vision and mission to improve the employee experience and the veteran experience to build trust in the VA. 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:
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| 11 Apr 2022 | EP 17 - Wendy Bhagat: Improving and Simplifying the Federal Student Aid Process | 00:50:45 | |
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, many of them are customers for over 20 years, as they become customers when entering college through the repayment of their student loans. In this episode, we discussed the importance and impact that the President’s Management Agenda and Executive Order 14058, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” had on meeting their vision as the trusted source for federal financial aid information. FSA has been working with other agencies to simplify the FAFSA application process and communicating with their customers by segment to ensure that students, parents and financial institutions are informed as changes occur such as student loan repayments being paused. During the COVID pandemic, over the past two years, loan repayments were paused five times. Learn how FSA has communicated with almost 40 million customers monthly as the repayment pauses continued. Email is one of their primary communication channels with an open rate of 50%, as well as social media, virtual events and paid media. Working with other agencies, FSA was also able to provide their customers with information on other benefits they may be interested in or eligible for such as Supplemental Nutrition Assistance Program (SNAP) or free Internet. Wendy is a 2021 Service to the Citizen Award Winner for her work at Federal Student Aid. 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:
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| 02 May 2022 | SPECIAL EDITION | EP 18: Lessons Learned from the Federal Government's Leading Customer Experience Leaders | 01:59:43 | |
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:
In this podcast, learn how the Government’s Customer Experience (GovCX) Framework is interconnected and complementary. The GovCX Framework includes the:
How has the GovCX Framework accelerated the focus on transforming government services that put people at the center and delivering digital first but not digital only services to all? The agencies represented on this episode of the podcast serve hundreds of millions of people across the country and around the world. These include serving veterans, their families, caregivers and survivors; taxpayers, small and large businesses; beneficiaries of social security; farmers, ranchers and producers; families, immigrants; the traveling public; and more. Every HISP is at a different level of maturity in their CX journey. Learn from these CX leaders across the government about:
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:
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| 16 May 2022 | EP 19 - Dr. Liz Herman: Knowledge Management: The Secret Ingredient to Delivering an Omnichannel Experience | 00:41:07 | |
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 customers.” Capturing and documenting that knowledge are the two key areas as well as disseminating across the organization. The knowledge needs to be accessible within the organization and external to the organization. With the Administration’s focus on transforming government services, Dr. Herman discussed the importance of knowledge management in delivering simple, seamless, secure, accurate and consistent information to the government’s customers. As a result of the pandemic, the public is expecting a more asynchronous relationship with agencies and the ability to self-serve 24 hours a day, 7 days a week. Knowledge management enables those service improvements. Solving the customers’ problems or answering their important questions, the public develops more trust and confidence in the government. Learn about the challenges and solutions for improving knowledge management. 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:
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| 14 Jun 2022 | EP 20 - Kshemendra Paul: Customer Experience: Unlocking the Power of Data | 00:47:30 | |
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 innovation and leadership, and elevating the focus on data as the enterprise-wide strategic asset. Kshemendra shares the structure of his organization and its placement within the VA and how the VA is leveraging data when improving the lives of veterans, families, caregivers and survivors. He also shares some of the VA’s major accomplishments impacting the veterans and employees, priorities over the next few years, recommendations for customer experience and Chief Data Officers on working together to improve their customers’ experience. Learn how the VA is working with the Department of Defense (DoD) to create a seamless, integrated experience from active military to civilian life. 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:
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| 12 Jul 2022 | EP 21 - Granicus: Leveraging Subscription Data to Understand Your Customers | 00:59:03 | |
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.
While many agencies use these tools for synchronous communications and email campaigns, agencies can also use govDelivery to gain greater insights into customer needs and improve the experience of accessing services with proactive messaging to guide customers through complex processes. The real-time data this approach creates is a significant resource in improving the customer experience. 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:
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| 09 Aug 2022 | EP 22 - Insights on How the Federal Government is Implementing Customer Experience | 01:23:22 | |
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 Security and Governmental Affairs Committee on “Putting People First: Building Trust in Government through Customer Experience” last month. Martha discussed the value of delivering excellent, equitable and secure government services to the public, to government employees, to the government and to building trust in government which was the focus on the Biden-Harris Administration’s management agenda and operationalizing the Government CX policy framework through the subsequent Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” In the podcast, she cited the 2021 Pew Public Trust in Government data. “The Public Trust in Government: 1958 through 2022” research has shown trust to drop by 4% in 2022 to 20%. Martha provided her unique perspective on improving customer experience in the federal government, including the challenges they have faced and successes along the way, as well as the importance of making the improvement of government services a priority with a vision and roadmap for designing services during key life events by putting people first, identifying short-term commitments for agencies, and strategies for incorporating CX into the business of government. Martha also gave some tips on how to “get started” in any organization and for a person who is interested in CX and what the government can learn from the private sector. For further information on how CX is being implemented in the federal government, subscribe to “The Citizen Services Newsletter” or listen to previous CX Tipping Point podcasts. We continue to strive to improve the lives of Americans through transformed government services. 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:
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| 13 Sep 2022 | EP 23 - VA's Use of Innovation to Improve Healthcare of Veterans featuring VHA Office of Healthcare, Innovation and Learning | 00:44:48 | |
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 Western North Carolina VA Health Care System within the VA’s Office of Healthcare, Innovation and Learning (OHIL). As the Immersive Tech Lead, Dr. Anne Lord Bailey expertly works across the Immersive Tech growth lane to encourage VHA employees to think outside of the box and strengthen their innovation muscle around immersive technologies at VHA. VHA, as many other large organizations, can oftentimes be siloed, with multiple people unknowingly working to solve the same problem. The Immersive Tech team works collaboratively to simulate, scale, and sustain immersive technology innovation at VHA with the goal of improving the lives of employees and Veterans. As immersive technology is implemented across VHA, the data on Veteran benefits speak for themselves. Dr. Bailey and Caitlin Rawlins shared the experiences and successes of using immersive technologies and how using XR as a distraction tool helps to decrease pain, stress and anxiety, boredom and restless behaviors while also aiding relaxation. For Veterans suffering from acute and chronic pain, 61% saw a drop in pain intensity. One hundred percent of Veterans using XR to aid with restless behaviors felt a decrease in restlessness, and 67% of those Veterans also exhibited an increase in calm and cooperative behavior. They shared their recommendations for creating an innovative culture to bring new ways of thinking into any organization. Dr. Anne Bailey and Caitlin Rawlins are 2022 Service to the Citizen Award winners! 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:
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| 11 Oct 2022 | EP 24 - How Diversity, Equity, Inclusion and Accessibility Improves the Lives of the Public and Employees featuring Kimberly Walton | 00:51:30 | |
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). President Biden signed Executive Order 13985 on “Advancing Racial Equity and Support for Underserved Communities through the Federal Government,” on his first day in office. In addition, DEIA and the Administration’s priorities around empowering employees and delivering excellent, equitable and secure federal services are inextricably intertwined. Kimberly shared her expertise on the importance of a maturity matrix as a way to identify gaps and provide a roadmap for agencies. In the past, diversity and inclusion were primarily discussed in terms of employees but this Administration applies DEIA issues to the way the government delivers services. DEIA issues were critical as the Transportation Security Administration (TSA) conducted their screenings in airports. Learn what Kimberly recommends for agencies when addressing their DEIA issues. 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:
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| 08 Nov 2022 | EP 25 - The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services featuring Evan Davis, Maximus Federal | 00:56:31 | |
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 interactions were. In many instances, when someone contacts the contact center, it’s after trying to solve their problem online or through other options. Therefore, they may be at a very vulnerable time in their lives. Evan shared the important role that contact centers have in delivering equitable and inclusive services that meet the needs of underserved communities. He also shared how Maximus Federal trains their staff to be empathetic with their customers they are interacting with on behalf of government agencies. COVID has exposed numerous gaps in the operations of contact centers. The public wants answers to their questions that are consistent across channels. Employees may need information as well. Evan shared how organizations can ensure that the information they deliver is consistent. During COVID, many agencies migrated their contact center staff to remote work when they didn’t believe it would ever be permitted. Learn how Maximus Federal worked with agencies to migrate their contact center staff to remote work at many of the most important services in the country. 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:
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| 13 Dec 2022 | EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan | 00:42:50 | |
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 many, Nicole joined FSA after using the system to become the first in her family to go to college. She began by using social media and sharing the information with her organization through data sessions and even presenting verbatim to the screens by the elevators. Her passion for listening to the customer has grown into the creation of a “voice of the customer” program with monthly data meetings across the organization to analyze, synthesize and determine the actions needed to address prevailing issues. Nicole’s early adoption of social media and “listening” won her a 2022 Service to the Citizen Award as the CX Trailblazer of year. Customer experience by its nature is a disruptor and Nicole has pushed boundaries to win the confidence of her colleagues. She shares her recommendations to others for driving change in the government and the important roles you can play as a public servant to the customers you serve. 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:
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| 10 Jan 2023 | EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe | 01:02:04 | |
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 should be implemented to deliver equitable and inclusive experiences to employees and government customers (e.g., public) when interacting with the government. We described the purpose of driving towards digital first - the benefits to the public, to employees and to the government. While ensuring that all services can be accessed via digital channels, some people don’t have access to digital channels or can’t use digital channels because of language, disabilities, or technology factors. Other topics discussed include:
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:
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| 14 Feb 2023 | EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara | 00:23:55 | |
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. 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:
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| 28 Mar 2023 | EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs | 00:52:48 | |
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 organization. This experience is driven by the ease, efficiency and usefulness of the interaction along with the important trust factor. Trust is built by securely delivering day in and day out what you promise, while protecting the customers privacy. Today we will explore how cyber and customer experience are both critical and necessary to be integrated to build trust in government. In this session, you will learn:
Learn from Jonathan Kraden, Customer Experience Section Chief at the Cybersecurity and Infrastructure Security Agency; and Joe Jeter, Senior Vice President, Technology, John Mandell, Managing Director, National Security Practice, and MaryAnn Monroe, Senior Director for Total Experience Services and Solutions from Maximus Federal. 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:
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| 18 Apr 2023 | EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan | 00:52:51 | |
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 customer experience can be a disrupter with challenges in driving change. Leaders can make the difference in the services that the government delivers. During this conversation, John shared:
John works closely with individuals and teams across the Federal government. He can be reached at jr@johnriordan.com. 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:
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| 09 May 2023 | EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov | 00:46:10 | |
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 agencies participate and contribute to Recreation.gov. Their customers are not only the public but the agencies that trust them with their content and represent their events and activities. In this podcast, we discussed:
Recreation.gov can be learned from as the government rolls our priority life events. 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:
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| 13 Jun 2023 | EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul | 00:51:50 | |
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 enabled USDA to deliver services to employees and customers quickly and effectively. As everyone worked and lived remotely, digital services were a must. Transforming services to be entirely digital requires the integration of a modern information technology network and infrastructure and an understanding of your customers and their needs and expectations. CIOs should partner with other members of the C-suite to build flexibility and resilience into the operations of an agency.
Bajinder is currently the Founder and CEO of Bajinder Advisory Services and can be contacted at bpaulx@gmail.com 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:
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| 11 Jul 2023 | EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius | 00:40:53 | |
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 Administration, the Office of Management and Budget, the Alliance for Digital Innovation and the Senate gives him a unique perspective on how to enable agencies to improve the services they deliver to their customers. He believes that CX is ripe for bi-partisan, bi-cameral action. Both sides get it. In addition, Matt shares:
“People should feel well served by its government,” said Matt. I love those words. 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:
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| 15 Aug 2023 | EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech | 00:35:09 | |
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 veterans is inspiring. Dr. Utech is a 2023 Service to the Citizen Award winner for the Type 2 Diabetes pilot, which resulted in sustained blood sugar control, medication reduction, weight loss, diabetes reversal and improved cardiometabolic health. In this discussion, Dr. Utech described:
Dr. Utech's work addresses the urgent issue of diabetes among Veterans and has a significant impact on public health. It sets a new standard for diabetes care, challenges clinical objectives, and serves as a model for federal diabetes policy. 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:
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| 20 Sep 2023 | EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl | 00:25:16 | |
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 Award winner for his work in DHA’s creation of almost 40 native mobile applications, seven progressive web applications, two virtual reality applications, and projects focused on knowledge management and collaboration. The applications cover categories such as patient health, provider tools, personnel readiness, and organizational management. Bob was recognized for his innovative approaches to enabling active-duty service members, clinicians, veterans, and families to access digital services to meet their healthcare needs. His organization also manages health.mil and tricare.mil. Learn more about his efforts in:
You can learn more about Robert Kayl’s Service to the Citizen award here. 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:
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| 10 Oct 2023 | EP 36 - How the VA's Innovation Ecosystem Reduced Veterans' Missed Medical Appointments featuring Dr. Indra Sandal & Gregory Goins | 00:47:18 | |
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 small ways to determine whether they should be scaled. In this example, they used it to provide veterans access to care. Based on feedback from veterans, VA identified “transportation” as a major cause for missed medical appointments. With 56% of veterans over the age of 65; 30% relying on their families, solving the transportation issue was a “must”. The VA has partnered with UberHealth to provide transportation to medical appointments. The goal of this program was to:
Learn how this initiative has been scaled to improve the health of veterans by serving more veterans; reducing the number of missed appointments; and saving the VA valuable funding as well. Dr. Sandal and Mr. Goins provided some inspirational messages - nothing is too small and nothing is impossible. Dream big!! 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:
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| 14 Nov 2023 | EP 37: Insights from the IRS' Taxpayer Experience Office featuring Courtney Kay-Decker | 00:47:43 | |
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 to taxpayers. 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:
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| 12 Dec 2023 | EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes | 00:33:19 | |
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:
Policy guidance and legislation such as Section 280 of OMB Circular A-11 and the Foundations for Evidence Based Policymaking can drive improvements for the future as well. 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:
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| 09 Jan 2024 | EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk | 00:51:25 | |
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 transformative potential of technology in government services. As a senior advisor to the Federal CIO, Noreen convenes technology leaders to advance the strategic use of technology and improve the public’s experience with the government. In the Office of the Federal Chief Information Officer, she develops strategies for technology modernization and mission delivery, driving a path to digital transformation and overseeing the responsible management of over $120 billion of federal IT spending. Noreen’s achievements benefit the public by championing simple, seamless and secure experiences when interacting with government services. Congress requested OMB’s plan to maximize the impact of funds allocated for technology modernization, and Noreen led the development of the Federal IT Operating Plan, ensuring wise investments that create the most impact for the American people. Additionally, she played a key role in allocating $100 million towards a secure, modern, digital-first government experience, engaging CX experts from across the federal government to maximize the impact of project proposals. 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:
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| 18 Dec 2023 | SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience | 01:26:31 | |
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:
This episode was recorded on the 2nd anniversary of Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” We discussed the impact that having a President’s Management Agenda and Executive Order that focuses on CX which has impacted the government’s focus, progress and maturity. We also reinforced the importance of improved services to the public, to the government and its employees and to the country. We delved deeper into progress made over the past five years, the governance models used in the government to drive improved services, the importance of service delivery to improving trust in government and the drivers of trust. We continued with understanding your customer, the business value of CX, and measurement. It was a lively and informative conversation with these industry leaders. Listen to a very real conversation about the benefits of improving government services. 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:
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| 13 Feb 2024 | EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker | 00:49:35 | |
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 shared how the office was originally funded and created, its current funding strategy, how the organization is structured, their primary goals, interesting staffing strategies and lessons learned over the past eight years. GSA’s Chief Customer Office was one of the first customer offices created to focus on customers. Over time, they have trained many GSA employees on design thinking and have focused on their digital properties and addressing issues addressed in 21st Century Integrated Digital Experience Act (IDEA). Now, five years after IDEA was enacted, OMB has released guidance on “Delivery Digital First Public Experiences.” Learn how the guidance has impacted GSA. Learn more about the future goals and strategies in GSA’s Chief Customer Office. 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:
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| 12 Mar 2024 | EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil | 00:56:12 | |
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! Stay Connected:
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| 14 May 2024 | EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks | 00:43:40 | |
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. 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. 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:
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| 09 Apr 2024 | EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall | 00:59:17 | |
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. 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:
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| 11 Jun 2024 | EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore | 01:10:29 | |
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. 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:
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| 09 Jul 2024 | EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public featuring Dr. Bill Brantley | 00:53:54 | |
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. 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:
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| 13 Aug 2024 | EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes | 01:08:02 | |
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 chad.thyes@adondellc.com. 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:
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| 10 Sep 2024 | EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year | 01:08:35 | |
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. 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:
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| 15 Oct 2024 | EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory | 00:40:00 | |
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. 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:
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| 29 Oct 2024 | SPECIAL EDITION | EP 50 - Navigating the Presidential Transition | 01:09:55 | |
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. 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:
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| 22 Jan 2021 | Trailer | 00:00:46 | |
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:
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| 26 Jan 2021 | EP 1 - Lee Becker: Perspectives on CX | 00:44:43 | |
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:
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| 01 Feb 2021 | EP 2 - Tim Conway & Ann Steward: CX Insights from Around the World | 00:58:45 | |
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:
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| 07 Feb 2021 | EP 3 - Brian Whittaker: Customer Experience and the Impact of Diversity and Inclusion | 00:27:42 | |
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:
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| 08 Mar 2021 | EP 4 - Mariela Cardona: CX Insights from an Early Trailblazer at USCIS | 00:49:37 | |
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:
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| 12 Apr 2021 | EP 5 - Crystal Philcox: How Customer Experience is Being Implemented in GSA | 00:40:19 | |
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:
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| 10 May 2021 | EP 6 - Joseph Michelli, Ph.D.: Insights and Advice from a Leading Business and Customer Experience Expert | 00:44:56 | |
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:
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| 14 Jun 2021 | EP 7 - Dan Barrett: Learn from a CX Early Adopter at the US Postal Service | 00:39:26 | |
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 path forward. What was the USPS’ burning platform? How do you align the leadership on customer values? How do you bring transparency to customer issues? How does customer experience play into building trust? If you’re in CX, learn from Dan’s recommendations on what it takes to succeed. 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:
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| 19 Jul 2021 | EP 8 - Brenda Wensil: How Customer Experience Strategies and Methodologies Improved the Experience of Borrowers in the Federal Student Aid Program | 00:47:43 | |
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 journey - from beginning to end at a time when student loans were Brenda shares the importance of a Chief Customer Officer having a seat at the table with the budget and finance people, with the information technology people and the risk officers to have everyone in one place solving customer issues. She shares the importance of knowing when to fund something separately versus integrating your efforts into existing funded initiatives. Due to the lack of credible data in one place to make decisions, her first hire was for a customer data analytics expert. The role of data became really important and drove many important decisions to be made that would have been impossible without it. Other topics included the creation of a social media platform, the role of communications to the borrowers throughout their journey, how qualitative and quantitative data were used to make decisions and understand the borrowers, and how communications and marketing can improve the adoption of government programs. Learn her final recommendation for what makes a difference when problems arise that need to be escalated. 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:
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| 09 Aug 2021 | EP 9 - Jon Kraden: Do Customer Experience and Cybersecurity Go Together? | 00:43:10 | |
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 believes that customer experience (CX) is about "how to make the government work better" for the American people, other agencies, employees and more. Learn from Jon the importance of CX to national security. 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:
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| 13 Sep 2021 | EP 10 - Robert Shea: Insights on the Importance of Customer Experience from a Senior Executive | 00:37:12 | |
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 work together to achieve a common mission. Robert talks about how as much has changed, much has stayed the same in terms of assessing progress and improvements to major programs. His insights are important to understand how executives perceive and understand customer experience and the importance of customer experience to improving employee engagement and improving trust in government. Robert’s expertise in oversight of major government programs and using data to understand and improve programs makes his insights particularly valuable. 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:
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| 11 Oct 2021 | EP 11 - Barbara Morton: CX Lessons Learned from the VA’s Veterans Experience Office | 00:46:35 | |
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 at the VA and sharing best practices across other federal agencies. Barbara’s passion and persistence for driving customer experience as a core business discipline at VA began earlier in her career at VA while serving Veterans, their families, care givers and survivors at the Board of Veterans’ Appeals. She experienced first-hand the opportunity VA public servants have to make the often-times difficult or confusing interactions with VA more positive for Veterans and their supporters. Years later, when the opportunity arose to serve the cause of improving the experience for Veterans and their supporters in the newly created VEO, she took it. 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:
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| 08 Nov 2021 | EP 12 - Scott Weiss: Perspectives of GovCX & Innovation from a Former White House Presidential Innovation Fellow | 00:50:34 | |
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 describing the purpose of the PIF program and its codification in law to create a more modern and innovative government. Scott leveraged his passion for design and the intersection of social impact to work with many federal agencies and efforts to create measurable outcomes to underserved communities. Learn about how the PIF program supports the improvement of government services. Scott was able to use his expertise with the Department of Veterans Affairs, support the development of a framework to mature the CX capabilities of the High Impact Service Providers (HISPs), to work with the Office of Management and Budget (OMB) and the Domestic Policy Council to help operationalize the Executive Order on “Advancing Racial Equity and Supporting Underserved Communities,” helping to mature the service capabilities within GSA’s Technology Transformation Services, and with the Department of Homeland Security’s Cybersecurity Infrastructure and Security Agency (CISA). Learn from Scott’s experience in government implementing innovation and improving trust in government. As well as his insights based on his expertise, experience in the private sector and ability to influence government at the highest levels. 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:
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| 13 Dec 2021 | EP 13 - Reflections on GovCX in 2021 | 01:22:55 | |
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 services - the drive for digital services to meet the expectations of the public, resources provided through The American Recovery Act to the Technology Modernization Fund (TMF), and the Presidential priorities, specifically COVID-19 and Advancing Diversity, Equity, Inclusion and Accessibility (DEIA). With the Federal CIOs priorities including cybersecurity, modernizing information technology and delivering a good customer experience, there is also support from the Office of Management and Budget and the CIO community. The panel of CX experts discussed the importance of Section 280, of OMB Circular A-11, Managing Customer Experience and Improving Service Delivery, and how the nuances and relevance of recent updates have impacted CX across the federal government and the high impact service providers (HISPs). Customers of government services include individuals, businesses, the public, other government agencies, employees or public servants, and citizens. The CX panel highlighted the importance of employee experience and engagement to an agency’s CX strategy. In this conversation, the panel leaned into the discussion about the challenges or barriers to adoption of CX practices and strategies and made recommendations for a path forward.
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:
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| 10 Jan 2022 | EP 14 - Simchah Suveyke-Bogin: Implementing Customer Experience at the Department of Agriculture | 00:53:07 | |
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 thinking about how to baseline trust in the most used USDA’s services and working to move the needle on trust. One approach is by better understanding your users through human centered design (HCD). HCD improves the success in creating trusted, seamless and efficient services. Customer experience encourages you to bring together people from all disciplines, from user experience to product designers to information technologist while focusing on the customer. As a Chief Customer Experience Officer, Simchah’s role is to ignite change in service delivery across the agency. USDA has more high impact services than any other department with over 100k employees and offices across the country and around the world. This is not a small job. They continuously listen to their customers, measure improvements in service delivery, leverage data and engage with the public in smart ways. In addition, identifying priority life experiences where the public may need services from multiple agencies or across the agency will improve the public’s overall experience with government. Learn about these areas and more in this podcast with Simchah Suveyke-Bogin, the USDA Chief Customer Experience Officer. 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:
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| 07 Feb 2022 | EP 15 - Ken Corbin: Transforming the Taxpayer Experience | 00:49:50 | |
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 been instrumental in stabilizing the economy. The pandemic brought a halt to the IRS’ operations when they had to close processing centers in the middle of filing season. They migrated the customer service reps to working remotely. They issued three rounds of economic impact payments of over $800 billion, which converted their tax system to a benefit system. Ken discussed the process for modernizing the mailroom, getting returns processed, getting the backlog of returns that we're under review cleared out and then clearing up the amended returns. Ken Corbin was asked by the Commissioner in January 2021, to take on the role as the Chief Taxpayer Experience Officer which he was proud to take. This position resulted from the Taxpayer Experience Act (TFA), which was enacted on July 1st, 2019 to reimagine and enhance the way the IRS serves taxpayers, continues to enforce the tax laws in a fair and impartial manner, and trains IRS employees to deliver a world-class customer experience. The IRS’ Taxpayer First Act Report to Congress includes 100 capabilities to be delivered over 10 years. As the Chief Taxpayer Experience Officer, Ken understands the need to create a good experience for everyone. The IRS has a diverse group of customers, ranging from individuals to small, mid and large businesses, to Congress, to tax preparers and more. He believes it’s about choice and access. In this episode you will hear how the IRS is implementing “choice” and “access” in delivering services as well as their 2022 which include expanding digital services; creating a seamless taxpayer experience; and increasing proactive outreach and education to underserved communities to increase their experience regardless of the channel they come to the IRS. With data as the IRS’ biggest asset, leveraging that data and collaborating with other agencies on services that cross multiple agencies will be important. Ken Corbin was recognized for these efforts as a 2021 Service to the Citizen Award winner. 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:
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