46 episodes

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. 

The CX Tipping Point‪®‬ Dorris Consulting International

    • Government
    • 5.0 • 18 Ratings

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. 

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

    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...

    • 1 hr 10 min
    EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks

    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...

    • 43 min
    EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall

    EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall

    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 the...

    • 59 min
    EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil

    EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil

    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 bring...

    • 56 min
    EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker

    EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker

    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 or...

    • 49 min
    EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk

    EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk

    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 Fede...

    • 51 min

Customer Reviews

5.0 out of 5
18 Ratings

18 Ratings

Barfarf ,

Great CX federal perspective

I enjoy listening how US federal agencies are addressing the challenges of customer experience and data. Well thought out and diverse podcast that also includes international perspectives.

Erin123 ,

Sorely needed podcast for Gov’t CX

Excellent podcast, with great insights on what gov’t can do to improve citizen experience. Engaging and refreshing!

kanas061818 ,

Very informational!

Informational & professional. Can’t wait for more!

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