The CX Tipping Point®
By Dorris Consulting International
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Category: Government
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Episodes: 62
Description
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.
| Episode | Date |
|---|---|
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EP 61 - How California’s EDD is Transforming Customer Experience featuring Loree Levy
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Sep 09, 2025 |
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EP 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse
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Aug 18, 2025 |
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EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence
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Jul 14, 2025 |
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EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul
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Jun 10, 2025 |
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EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs
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May 12, 2025 |
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EP 56 - Inside Federal HR Modernization featuring Steve Krauss
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Apr 07, 2025 |
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EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell
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Mar 10, 2025 |
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EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen
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Feb 11, 2025 |
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EP 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render
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Jan 14, 2025 |
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EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz
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Dec 03, 2024 |
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EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston
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Nov 12, 2024 |
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SPECIAL EDITION | EP 50 - Navigating the Presidential Transition
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Oct 29, 2024 |
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EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory
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Oct 15, 2024 |
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EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year
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Sep 10, 2024 |
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EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes
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Aug 13, 2024 |
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EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public featuring Dr. Bill Brantley
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Jul 09, 2024 |
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EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore
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Jun 11, 2024 |
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EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks
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May 14, 2024 |
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EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall
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Apr 09, 2024 |
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EP 42 - How Human Centered Design can Improve Services Around the World featuring Nilufer Erdebil
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Mar 12, 2024 |
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EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives featuring Camille Tucker
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Feb 13, 2024 |
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EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO featuring Noreen Hecmanczuk
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Jan 09, 2024 |
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SPECIAL EDITION | EP 39: Reflecting on Government Customer Experience in 2023 ft Industry Leaders in Government Customer Experience
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Dec 18, 2023 |
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EP 38 - Using the Levers of Government to Drive Improved Performance featuring Robert Shea & Adam Hughes
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Dec 12, 2023 |
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EP 37: Insights from the IRS' Taxpayer Experience Office featuring Courtney Kay-Decker
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Nov 14, 2023 |
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EP 36 - How the VA's Innovation Ecosystem Reduced Veterans' Missed Medical Appointments featuring Dr. Indra Sandal & Gregory Goins
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Oct 10, 2023 |
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EP 35 - Leveraging Innovation to Improve Digital Services in the Defense Health Agency featuring Robert Kayl
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Sep 20, 2023 |
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EP 34 - How the VA's Nutrition and Food Services Program Improves the Lives of Veterans ft Dr. Anne Utech
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Aug 15, 2023 |
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EP 33 - Insights from the Executive and Legislative Branches on Government Customer Experience featuring Matthew Cornelius
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Jul 11, 2023 |
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EP 32 - Digital Transformation: The Intersection of IT Modernization and Customer Experience featuring Bajinder Paul
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Jun 13, 2023 |
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EP 31 - Lessons Learned in Managing Cross-Agency Programs through Recreation.gov
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May 09, 2023 |
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EP 30 - How Transformational Leaders Drive Improved Performance featuring John Riordan
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Apr 18, 2023 |
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EP 29 - Balancing Cybersecurity and CX in the Delivery of Digital Services featuring Cybersecurity & Customer Experience SMEs
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Mar 28, 2023 |
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EP 28 - How NTT Data Leveraged Existing Programs to Assist Colleges and Universities During Covid featuring Noel Hara
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Feb 14, 2023 |
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EP 27 - Digital-First Customer Experience, But Not Digital Only featuring Maximus Federal's Andy Beamon & MaryAnn Monroe
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Jan 10, 2023 |
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EP 26 - Using Customer Data to Improve the Experience at Federal Student Aid featuring Nicole Callahan
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Dec 13, 2022 |
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EP 25 - The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services featuring Evan Davis, Maximus Federal
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Nov 08, 2022 |
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EP 24 - How Diversity, Equity, Inclusion and Accessibility Improves the Lives of the Public and Employees featuring Kimberly Walton
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Oct 11, 2022 |
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EP 23 - VA's Use of Innovation to Improve Healthcare of Veterans featuring VHA Office of Healthcare, Innovation and Learning
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Sep 13, 2022 |
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EP 22 - Insights on How the Federal Government is Implementing Customer Experience
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Aug 09, 2022 |
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EP 21 - Granicus: Leveraging Subscription Data to Understand Your Customers
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Jul 12, 2022 |
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EP 20 - Kshemendra Paul: Customer Experience: Unlocking the Power of Data
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Jun 14, 2022 |
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EP 19 - Dr. Liz Herman: Knowledge Management: The Secret Ingredient to Delivering an Omnichannel Experience
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May 16, 2022 |
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SPECIAL EDITION | EP 18: Lessons Learned from the Federal Government's Leading Customer Experience Leaders
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May 02, 2022 |
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EP 17 - Wendy Bhagat: Improving and Simplifying the Federal Student Aid Process
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Apr 11, 2022 |
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EP 16 - Airis McCottry Gill: How Employee Experience at the VA Impacts the Veterans’ Experience
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Mar 14, 2022 |
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EP 15 - Ken Corbin: Transforming the Taxpayer Experience
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Feb 07, 2022 |
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EP 14 - Simchah Suveyke-Bogin: Implementing Customer Experience at the Department of Agriculture
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Jan 10, 2022 |
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EP 13 - Reflections on GovCX in 2021
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Dec 13, 2021 |
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EP 12 - Scott Weiss: Perspectives of GovCX & Innovation from a Former White House Presidential Innovation Fellow
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Nov 08, 2021 |
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EP 11 - Barbara Morton: CX Lessons Learned from the VA’s Veterans Experience Office
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Oct 11, 2021 |
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EP 10 - Robert Shea: Insights on the Importance of Customer Experience from a Senior Executive
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Sep 13, 2021 |
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EP 9 - Jon Kraden: Do Customer Experience and Cybersecurity Go Together?
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Aug 09, 2021 |
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EP 8 - Brenda Wensil: How Customer Experience Strategies and Methodologies Improved the Experience of Borrowers in the Federal Student Aid Program
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Jul 19, 2021 |
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EP 7 - Dan Barrett: Learn from a CX Early Adopter at the US Postal Service
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Jun 14, 2021 |
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EP 6 - Joseph Michelli, Ph.D.: Insights and Advice from a Leading Business and Customer Experience Expert
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May 10, 2021 |
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EP 5 - Crystal Philcox: How Customer Experience is Being Implemented in GSA
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Apr 12, 2021 |
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EP 4 - Mariela Cardona: CX Insights from an Early Trailblazer at USCIS
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Mar 08, 2021 |
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EP 3 - Brian Whittaker: Customer Experience and the Impact of Diversity and Inclusion
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Feb 07, 2021 |
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EP 2 - Tim Conway & Ann Steward: CX Insights from Around the World
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Feb 01, 2021 |
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EP 1 - Lee Becker: Perspectives on CX
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Jan 26, 2021 |
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Trailer
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Jan 22, 2021 |