Michael Martino Show

Michael
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Hot takes, industry insights, and advice from experts - focusing on the continued pursuit of Digital and Business Transformation, Government Transformation, and digital coaching. Episodes are short, to the point, and jam-packed with info. We will get you in and out with maximum content in short bursts.

  1. Sep 24

    Building a Customer Journey Lifecycle-Aligned Operating Model

    A customer journey lifecycle-aligned operating model isn't a structure change. It's a change in what you hold people accountable:  From tasks to outcomes  From queues to journeys.   From "my part went fine" to "the whole thing worked."

  2. Sep 23

    Governance Is a Decision System, Not a Reporting System

    Let me leave you with three questions to take into your next governance meeting:  What decision are we making today? If nobody can answer that in a sentence before the meeting starts, cancel it and send the deck.  Who owns the benefit — and is that person in the room? Programs deliver capability. Only the business delivers benefit. If your benefit owner is a program director, you don't have a benefit owner. You have an optimist.  What have we stopped? A program that has never stopped anything has never made a real choice.    To close off, the way you govern teaches your organization how to behave. If your governance rewards green, you'll get green. If it rewards escalation, you'll get honesty. If it rewards evidence, you'll get evidence.    The people in your program are watching what gets rewarded in that room, and they're adjusting. Governance isn't just how you steer the program, it's how you build the culture that runs the thing after the program is gone.

  3. Sep 13

    Your Customer Doesn't Care Who Lost the Bag

    Define the operating model before you buy the platform.    Journey work is the customer-facing expression of the operating model. It's the model made visible. If you don't know your lanes, your handoffs, your routing rules, and your decision rights before you go to market — the vendor will decide them for you.     The vendor configuration becomes your policy, and you'll spend the next five years explaining to people why the system won't let you do the obvious thing.    The order is not negotiable. Journey, then operating model, then platform.     Reverse it and you'll have a very expensive, very modern system that delivers the exact same experience you have today.

  4. Aug 17

    Funding Your AI Program: How Government Agencies Pay For AI

    The next few years are going to be incredibly important for government. AI has the potential to fundamentally change how government services are designed, delivered and operated, but technology alone isn't going to create that transformation. You need:  strategy  operating-model change  governance  talent  money.    The objective shouldn't be to spend more money on AI, the objective should be to invest money differently:  Move money toward the highest-value opportunities.  Fund capabilities instead of isolated projects.  Fund outcomes instead of technology.  Create a portfolio that allows you to experiment, learn, scale and continuously improve.

  5. Aug 10

    Creating an AI-Enabled Customer Journey

    Don't start by asking, "Where can we use AI?" Start by asking, "What is the customer trying to accomplish?"    Then:  Map the journey.  Identify the friction.  Find the moments that matter.    Where could AI remove effort, anticipate needs, automate work, improve decisions, or connect the customer to the right human at exactly the right time?    The future isn't about adding AI to today's customer journeys, it's about redesigning the customer journey around what AI now makes possible. The organizations that understand that distinction are going to have a significant advantage.

  6. Aug 7

    Why User Experience Will Determine Whether AI Succeeds in Government

    Over the next decade, AI will become part of almost every government service, but there will be a growing divide. Some agencies will focus on deploying AI, while others will focus on designing experiences.    The second group will earn public trust because trust isn't created by algorithms. It's created one interaction at a time.    That's what great user experience delivers and that's what great government should always strive for.   The future of government AI won't be determined by the intelligence of the technology—it will be determined by the quality of the experience it creates. AI is becoming a powerful capability, but user experience is what transforms that capability into public value.    When governments put people first—designing AI that is transparent, accessible, trustworthy, and effortless to use—they don't just improve digital services. They strengthen confidence in public institutions themselves.    Citizens don't remember the AI model that served them, they remember how the experience made them feel.

  7. Jul 29

    Why Great User Experience Has Never Been More Important for Government Online Services

    As governments continue investing in cloud platforms, digital transformation, and artificial intelligence, it's easy to become focused on technology -- but technology is only the enabler.    Experience is the outcome.    Citizens don't remember what platform you implemented, they remember whether:  they could complete what they needed to do  the process respected their time  government made their lives easier during an important moment.    That's the real measure of digital success.    The agencies that will lead over the next decade won't necessarily be the ones with the newest technology. They'll be the ones that combine modern technology with:  thoughtful service design  deep customer understanding  a relentless commitment to delivering exceptional user experiences.

  8. Jul 20

    Funding the AI Roadmap in Government

    The biggest challenge facing government AI is no longer the technology. The challenge is creating funding models that allow organizations to move beyond pilots and into enterprise transformation. Government agencies that continue treating AI as isolated innovation projects will struggle to scale.    Organizations that create enterprise investment funds, reinvest benefits, and fund AI as a product capability will create a significant advantage in service delivery.    The future of government won't be defined by who buys AI first. It will be defined by who learns how to fund it sustainably.

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Hot takes, industry insights, and advice from experts - focusing on the continued pursuit of Digital and Business Transformation, Government Transformation, and digital coaching. Episodes are short, to the point, and jam-packed with info. We will get you in and out with maximum content in short bursts.

Information

  • Creator
    Michael
  • Years Active
    2017 - 2026
  • Episodes
    309
  • Rating
    Clean
  • Copyright
    © Michael
  • Show Website
    Michael Martino Show