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. 

  • 2 hours 44 seconds
    EP 65: 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery

    In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with a distinguished panel of leaders in customer experience and government service delivery:

    • MaryAnn Monroe, Maximus
    • Airis Gill, Deloitte
    • Crystal Philcox, Philcox Consulting
    • Lee Becker, Medallia

    The group characterizes today’s environment as “codified, fragile, and accelerating”—noting strong policy alignment around CX but ongoing staffing and capacity challenges. They highlight the continued commitment to CX across administrations, from the Government Performance and Results Act to the current Customer Experience Executive Order.

    Key topics include:

    • Modern legislation and initiatives shaping service delivery and the need for integrated governance
    • The importance of design-driven approaches, along with AI and automation—including the new America by Design Executive Order
    • Preparing the government workforce for rapidly evolving technologies
    • Why starting with the customer and working backwards leads to better, more effective services

    A concise, forward-looking conversation on what it takes to deliver modern, customer-centered government services.

    The following policies and legislation were discussed.

    21st Century Integrated Digital Experience Act, December 2018

    Government Services Delivery Improvement Act, January 4, 2025

    Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025

    Section 280 of A-11, Managing Customer Experience and Improving Service Delivery, 2025 

    Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government (December 13, 2021)

    OMB Memorandum M-23-22, Delivering a Digital-First Public Experience (September 23, 2023)

    Executive Order 14338, Improving Service through Design, August 21, 2025

    Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025 

    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!

    Stay Connected:

    Resources Mentioned:

    9 December 2025, 11:00 am
  • 45 minutes 44 seconds
    EP 64: A Digital-First Future for Every American featuring Frank Bisignano on Modernizing SSA and IRS

    In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS).

    Commissioner Bisignano shares his remarkable career journey, from leading major financial institutions to overseeing operations during the 9/11 attacks, and how those experiences shaped his approach to public service. In his new dual roles at SSA and the IRS, he underscores his commitment to modernization, technology, and customer experience, focusing on how to effectively lead two of the largest organizations that touch nearly every American.

    Throughout the conversation, he discusses his management philosophy, the importance of technology as an enabler, and his dedication to employee growth and development. He also reflects on his recent letter marking the 90th anniversary of the SSA, highlighting the agency’s modernization priorities and renewed focus on serving the public.

    The discussion explores the Digital First agenda at SSA, which aims to enable 200 million Americans to transact digitally, while still ensuring that services remain accessible by phone and through field offices for those who need them.

    Tune in to hear more about:

    • His perspective on the depth and diversity of SSA’s customers
    • How he measures success in modern government service delivery
    • Key improvements and successes already underway at SSA

    It was an honor to speak with Commissioner Bisignano, stay tuned, he’s already requested a follow-up conversation in six months!

    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!

    Stay Connected:

    Resources Mentioned:

    11 November 2025, 11:00 am
  • 1 hour 2 minutes
    EP 63: From Data to Impact: How GSA Transformed Digital Analytics featuring Marina Fox

    In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services.

    From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simpler, and more transparent online experiences.

    Highlights from the episode:

    • Building the foundation: How DAP unified fragmented web analytics and gave agencies consistent, actionable insights for the first time.
    • Scaling impact: With limited resources, Marina’s team brought Google Analytics to 6,000 federal websites, creating the largest GA account in the world.
    • Driving transparency: The launch of analytics.usa.gov gave the public access to real-time government web traffic, turning data into a model for open government.
    • Insights that matter: From USPS tracking to NASA’s data portals, DAP revealed what citizens value most and helped agencies prioritize improvements.
    • A new chapter: As Director of Digital Solutions at TechSur Solutions, Marina continues helping agencies harness data, AI, and cloud to deliver better digital experiences.

    Why it matters:
    Marina’s story is a masterclass in leading digital transformation through collaboration, community-building, and data-driven design. Her work reminds us that when government embraces analytics, it doesn’t just measure success, it creates it.

    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!

    Stay Connected:

    Resources Mentioned:

    14 October 2025, 11:00 am
  • 34 minutes 57 seconds
    EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration

    In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA).

    Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans.

    The conversation explores how SHEP:

    • Uses surveys to capture veterans’ experiences across all types of care
    • Analyzes data to highlight what’s working well and pinpoint opportunities for improvement
    • Leverages automation and monthly reports to deliver fast, actionable insights

    They also share what’s ahead for the program, including:

    • Enabling veterans to complete surveys directly from their phones
    • Comparing VA care to community care to better understand the full patient journey
    • Exploring AI and natural language processing for deeper analysis
    • Providing training to staff on turning feedback into meaningful action

    At its core, SHEP’s mission is simple yet powerful: to improve healthcare quality and satisfaction, helping veterans live healthier lives. By surfacing common challenges and spreading best practices, the team is driving positive change across VA facilities nationwide.

    Congratulations to the SHEP team on receiving the 2024 Service to the Citizen® Award!

    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!

    Stay Connected:

    Resources Mentioned:

    29 September 2025, 11:00 am
  • 48 minutes 55 seconds
    EP 61 - How California’s EDD is Transforming Customer Experience featuring Loree Levy

    In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Loree Levy, Deputy Director of California’s Employment Development Department (EDD), to talk about their shared passion for transforming how the public experiences government services.

    With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she’s carried into leadership. Together, they explore how EDD has embraced customer experience practices through modernization efforts that include:

    • establishing a dedicated customer experience division
    • simplifying application processes for unemployment and disability insurance
    • implementing technologies like chatbots to improve access and responsiveness

    Loree emphasizes the importance of an enterprise-wide, customer-centric approach that bridges communications and IT while breaking down silos across departments. She highlights how leadership, community practices, and ongoing collaboration are essential to creating better public service experiences.

    This thoughtful conversation offers valuable insights into the challenges and opportunities of bringing CX into state government at scale.

    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!

    Stay Connected:

    Resources Mentioned:

    9 September 2025, 11:00 am
  • 1 hour 6 minutes
    EP 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse

    In this episode of The CX Tipping Point, Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer experience (CX) and employee experience (EX) together as a “Total Experience” at HHS.

    With a career spanning defense, law enforcement, and health, Avery shares unique insights on service transformation in government. The conversation dives into his implementation of fusion teams, experience-level agreements, and a unified support portal, as well as efforts to modernize physical support locations and integrate omni-channel technology.

    Martha and Avery also discuss the critical role of leadership buy-in, the link between employee engagement and service delivery, and best practices for measuring both operational and experience metrics.

    Check out Avery’s recent NextGov Op-Ed on Total Experience, and connect with him at [email protected] or visit themusegroup.net.

    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!

    Stay Connected:

    Resources Mentioned:

    18 August 2025, 1:00 pm
  • 1 hour 4 minutes
    EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence

    In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore how CBP is transforming its service delivery, operations, and customer experience through innovation and technology.

    Fresh off being named the 2025 Service to the Citizen Government Executive of the Year, James shares insights into CBP’s complex mission, from border security and trade facilitation to counterterrorism, and how digital transformation and AI are playing a critical role. Janet adds her perspective from decades of experience at CBP, including leading customer experience and trade support efforts.

    Together, they discuss:

    • CBP’s Experience Office and human-centered service model
    • Automation that cut 3+ million customer burden hours in FY2024
    • AI-driven tools that detect contraband and speed up processing
    • Succession planning and upskilling across CBP’s vast workforce
    • Strong cross-agency partnerships, including with the FDA
    • Public reaction insights and the future of digital government

    This episode offers a behind-the-scenes look at one of the largest law enforcement agencies in the country—and how it's innovating for a safer, smarter, and more customer-focused future.

    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!

    Stay Connected:

    Resources Mentioned:

    14 July 2025, 4:00 am
  • 43 minutes 4 seconds
    EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul

    In Episode 58 of The CX Tipping Point Podcast, Kshemendra Paul shared his journey from Silicon Valley tech entrepreneur to senior federal executive, highlighting his leadership roles at the Department of Justice, the Office of Management and Budget, and the Department of Veterans Affairs. His work focused on improving government performance through data, fraud prevention, and information sharing—most notably with the Recovery Act and the national suspicious activity reporting initiative.

    The conversation emphasized the role of data as a strategic asset, especially in fraud reduction, internal controls, and improving services for veterans. Kshemendra advocated for better enterprise-level data use, identity verification tools, and integrated platforms to support transparency, efficiency, and trust in government.

    He also discussed the success of the National Information Exchange Model (NIEM) project in NYC, which used predictive analytics to identify at-risk youth, and called for stronger federal data leadership, including the establishment of a Federal Chief Data Analytics Officer.

    Finally, Kshemendra shared his upcoming retirement plans, a renewed focus on advocacy, and personal reflections—including his passion for hiking, skiing, and family. 

    Kshemenda is available on LinkedIn or via email at [email protected]

    Kshemendra Paul is a seasoned leader, recognized for his pioneering results and solutions using data,  architecture, and information sharing and safeguarding to improve government on behalf of the American people. As a widely lauded executive, Kshemendra routinely applied his unique perspective to addressing complex challenges, contributing to reducing risk, and enhancing operational efficiency, effectiveness, and integrity. His insights explore how organizations can leverage data for impactful decision-making, improved outcomes, and greater protection of stakeholders. His focus now is policy advocacy. He also serves on boards, and advises organizations and leaders.

    Recent Op-Ed:

    "Moving Federal Enterprise Risk Management Beyond Compliance Theater" – FedScoop, April 2025


    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!

    Stay Connected:

    Resources Mentioned:

    10 June 2025, 11:00 am
  • 51 minutes 34 seconds
    EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs

    In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors. 

    She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital transformation efforts at USDS and the Department of Veterans Affairs. Marcy explores challenges, solutions, and strategies for integrating digital services, enhancing user research, and leveraging AI for better customer experiences.

    Key Takeaways:

    1. Insights on prioritizing user needs over technology and shifting from an inside-out to an outside-in approach.
    2. Importance of understanding the full user journey.
    3. How project management and product leadership require technical depth, leadership buy-in, and measurable outcomes to avoid reinforcing ineffective processes.
    4. Breaking down silos between digital services and CX teams to ensure data-driven, actionable solutions rather than just measurement.
    5. The role of user research in improving services and the potential of AI when applied strategically. 

    Join us as we uncover how digital services can transform government experiences and why a human-first approach is critical to success!

    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!

    Stay Connected:

    Resources Mentioned:

    12 May 2025, 4:00 am
  • 41 minutes 14 seconds
    EP 56 - Inside Federal HR Modernization featuring Steve Krauss

    In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss formerly at the U.S. Office of Personnel Management—recipient of the 2024 Service to the Citizen Award—to unpack the complexities of HR IT modernization in the federal government.

    Steve shares candid insights into the inefficiencies of the current HR IT ecosystem and underscores the urgent need for improved coordination, data interoperability, and shared services to streamline operations and cut costs. He also explores forward-looking solutions such as pooled hiring across agencies and the collaborative efforts underway with major federal agencies and the Office of Management and Budget (OMB) to advance modernization and elevate the customer experience.

    But the conversation goes beyond IT. They dive into the broader challenges surrounding federal hiring, agency funding for modernization initiatives, and the critical role of stakeholder engagement in driving lasting change. They discuss the funding barriers many agencies face, the strategic support OPM offers—including the use of the Technology Modernization Fund—and the importance of conducting a comprehensive inventory of federal contact centers.

    Together, they explore what it takes to lead through complexity, emphasizing the value of strong governance, smart incentive structures, and the impact of the recently enacted Government Service Delivery Improvement Act in shaping a more responsive and citizen-centered government.

    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!

    Stay Connected:

    Resources Mentioned:

    7 April 2025, 10:00 am
  • 1 hour 1 minute
    EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell

    In this episode of The CX Tipping Point Podcast, we spoke to Alexis Bonnell, the Chief Information Officer of the Air Force Research Laboratory, to explore her inspiring journey from her early career in tech to becoming a leader in government innovation. Alexis shares how empathy, curiosity, and clarity have been her guiding principles for driving change and fostering innovation within complex organizations. Alexis was a 2024 Service to the Citizen Award Winner.

    We delve into the challenges of implementing artificial intelligence, not just as a tool for efficiency but as a way to empower teams and elevate their work. Alexis walks us through a fascinating four-stage process to help people adapt to AI, from the initial "Tada!" moment of excitement to the "Ho-hum" stage of seamless integration.

    Listeners will learn about the importance of recognizing contributions in teams, the power of positive reinforcement, and Alexis's unique practice of gifting custom shoes to women in government as a token of appreciation for their hard work.

    The episode also highlights the innovative strategies Alexis is employing to tackle inefficiencies in government processes. From conducting "toil tours" to identify and eliminate waste, to promoting a bold "kill bonus" initiative that rewards stopping unnecessary tasks, Alexis shares actionable insights on creating a culture of progress over activity.

    Finally, we discuss the human side of AI and change management, exploring how leaders can build trust, empower risk-takers, and shift organizational mindsets from critics to champions.

    Key Takeaways:

    • How empathy and curiosity fuel innovation in government.
    • The four stages of adapting to AI and its potential to revolutionize work.
    • Strategies for eliminating inefficiencies and fostering a culture of action.
    • Recognizing and rewarding team contributions to drive morale and impact.

    Stay tuned for a thought-provoking discussion that bridges the gap between technology, people, and purpose.

    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!

    Stay Connected:

    Resources Mentioned:

    10 March 2025, 12:00 pm
  • More Episodes? Get the App