The CX Tipping Point®

Dorris Consulting International
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  • GOVERNMENT
  • UPDATED MONTHLY
The CX Tipping Point®

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 leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government. 

  1. NOV 12

    EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston

    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:Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)Nikki French, Customer Experience Branch Manager, TSA/DHSSimchah Suveyke-Bogin, Chief Customer Experience Officer, USDAKeith Thurston, Board of Advisors, PSLAFederal contact centers are critic...

    1h 3m
  2. SPECIAL EDITION | EP 50 - Navigating the Presidential Transition

    OCT 29

    SPECIAL EDITION | EP 50 - Navigating the Presidential Transition

    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 ele...

    1h 10m
  3. EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory

    OCT 15

    EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory

    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 v...

    40 min
  4. EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year

    SEP 10

    EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year

    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 a...

    1h 9m
  5. EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes

    AUG 13

    EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes

    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:Importance of contact centers to the government’s ability to provide information and services to the custo...

    1h 8m
  6. EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public  featuring Dr. Bill Brantley

    JUL 9

    EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public  featuring Dr. Bill Brantley

    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 perspecti...

    54 min
  7. EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore

    JUN 11

    EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore

    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...

    1h 10m
  8. EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks

    MAY 14

    EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks

    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 p...

    44 min
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About

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 leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government. 

Information

  • Creator
    Dorris Consulting International
  • Years Active
    2021 - 2024
  • Episodes
    52
  • Rating
    Clean
  • Copyright
    © 2024 The CX Tipping Point®
  • Show Website
    The CX Tipping Point®

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