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The CX Tipping Point®

The CX Tipping Point®

Dorris Consulting International

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.

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Top 10 The CX Tipping Point® Episodes

Goodpods has curated a list of the 10 best The CX Tipping Point® episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to The CX Tipping Point® for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite The CX Tipping Point® episode by adding your comments to the episode page.

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!

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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

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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!

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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.
How will contact centers operate in the future? The contact center of the future needs to be considered as agencies are creating their digital services strategies.
To learn about other CX topics, check out past Citizen Services Newsletters and subscribe 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!

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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!

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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.
Noel explained what inspired him to take on this effort and how it enabled students to return to the classroom. This was a great example of leveraging existing resources for further good. You will also learn how he got buy-in within his company.

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!

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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).
In most cases, DEIA is rattled off in a string as if they are all the same thing. Kimberly defined each of these areas and why they are an important element to delivering services to customers.

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!

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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.
In this episode of The CX Tipping PointTM Podcast, Martha Dorris spoke to Angy Peterson, the Vice President for the Granicus Experience Group, and Bob Ainsbury, the Chief Product Officer at Granicus. One of the important ways that government can improve the public’s experience is through communications that ensures the public or customers are aware of services offered. GovDelivery, one of the products in the Granicus family, helps governments accomplish that.
With govDelivery, Granicus serves more than 300 million subscribers in over 5,500 federal, state and local government agencies. Listeners will learn from that experience during this podcast in areas such as:

  1. How agencies are using govDelivery to communicate with their customers,
  2. How the subscriber model and audience segmentation helps agencies proactively communicate targeted messages to their customers, and
  3. How agencies can leverage data to which they currently have access.

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!

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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!

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The CX Tipping Point® - Trailer

Trailer

The CX Tipping Point®

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01/22/21 • 0 min

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!

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FAQ

How many episodes does The CX Tipping Point® have?

The CX Tipping Point® currently has 52 episodes available.

What topics does The CX Tipping Point® cover?

The podcast is about Podcasts and Government.

What is the most popular episode on The CX Tipping Point®?

The episode title 'EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe' is the most popular.

What is the average episode length on The CX Tipping Point®?

The average episode length on The CX Tipping Point® is 51 minutes.

How often are episodes of The CX Tipping Point® released?

Episodes of The CX Tipping Point® are typically released every 28 days.

When was the first episode of The CX Tipping Point®?

The first episode of The CX Tipping Point® was released on Jan 22, 2021.

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