The CX Tipping Point®

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EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell Mar 10, 2025

Show notes

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!

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EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen Feb 11, 2025

Show notes

In this episode of The CX Tipping Point Podcast, we spoke to Vashon Citizen, the Acting Deputy Chief in the Office of Access and Information Services, External Affairs in the US Citizenship and Immigration Service within the Department of Homeland Security and 2024 Service to the Citizen Award winner.

We explored the efforts that USCIS has made in improving public service delivery through a series of customer experience (CX) enhancements. USCIS recognized the importance of providing a modern, user-friendly experience for customers navigating the immigration journey. This commitment led to the implementation of innovative self-service tools aimed at resolving common inquiries and improving accessibility.

Vashon described their key achievements which included:

Text Ahead Feature which was introduced to notify customers before contacting them, reducing missed calls and improving communication efficiency.
Online Change of Address Tool which simplified the process of updating addresses across USCIS systems, significantly reducing manual requests and saving operational costs.
Appointment Web Form which enabled customers to request and reschedule appointments online, reducing wait times and administrative burdens.
myProgress Tool which provides personalized case status information, accessed over 250,000 times daily, enhancing transparency and reducing the need for phone inquiries.
Digital Transformation of H-1B Program which digitized the entire lifecycle of H-1B applications, streamlining processes for stakeholders and improving collaboration.

These improvements have collectively enhanced efficiency, reduced customer frustrations, and provided a more consistent and responsive service experience.

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EP 53 - Transforming the Journey for First-Time Filers: How the IRS is Elevating Customer Experience featuring Angela Render Jan 14, 2025

Show notes

In this episode of The CX Tipping Point Podcast, we’re joined by Angela Render, Branch Chief for IRS Content Strategy and a 2024 Service to the Citizen Award Winner. Angela dives into how the IRS is transforming its digital presence to elevate taxpayer experiences.

She offers an inside look at her team’s groundbreaking efforts to support first-time filers, utilizing data, human-centered design, and strategic content updates. Gain insights into the challenges of managing a website with over 3 billion annual views, the creative use of personas like "Leslie," and the power of collaboration in driving meaningful change. This episode is a must-listen for anyone passionate about CX innovation and the future of government services!

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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 Dec 03, 2024

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with a panel of seasoned experts, customer experience (CX) practitioners, and thought leaders to explore their perspectives on what CX truly means. Martha describes CX as “a commitment to continual improvement, designed to create efficient and effective government services that align with the agency’s mission and address the needs of its customers.”

To set the stage, we provide a brief overview of CX’s evolution in government over the past two administrations and discuss expectations for its future trajectory.

Our guests include:

Dan Barrett, Guidehouse
Lee Becker, Medallia
Amanda Chavez, NuAxis
MaryAnn Monroe, Maximus Federal Services
Mary Schwarz, ICF

Tune in to gain insights on:

The maturity of CX within the federal government
Challenges and successes in implementing CX strategies
Governance structures that support CX initiatives
The intersection of Customer Experience (CX), Digital Experience (DX), and Employee Experience (EX)

We also share actionable recommendations for the next administration to continue advancing the quality of government services for American citizens.

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EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston Nov 12, 2024

Show notes

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/DHS
Simchah Suveyke-Bogin, Chief Customer Experience Officer, USDA
Keith Thurston, Board of Advisors, PSLA

Federal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can’t complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help.

Key Topics Discussed:

GSA's Contact Center Center of Excellence: Insights on its mission, impact, and key lessons learned from its projects.
Essential Technologies: A look at the technologies that enable more efficient, effective contact center operations.
Addressing Common Challenges: How agencies tackle workforce challenges, attrition, and the need for flexible scheduling.
Consolidation and Knowledge Base Benefits: The advantages of a unified contact center and knowledge base in delivering consistent answers across all communication channels.
Data-Driven Improvements: How contact centers leverage data to enhance the customer experience.

As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever.
This episode is sponsored by Senture.

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SPECIAL EDITION | EP 50 - Navigating the Presidential Transition Oct 29, 2024

Show notes

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 election and the subsequent transition, the conversation emphasizes the importance of managing this uncertain period, especially in relation to national security.

In this episode, Martha talked to:

Greg Giddens, Partner, Potomac Ridge Consulting, formerly the Chief Procurement Officer at the Department of Veterans Affairs and many other federal agencies
Tim Horne, Executive Vice President, Boyd Watterson Asset Management, formerly Acting Administrator, GSA as well as other positions at GSA; Federal Lead for two Presidential Transitions
Jim Williams, President, Jim Williams Consulting, LLC and formerly Acting Administrator and Commissioner of the Federal Acquisition Service at GSA

Political appointees and career public servants must collaborate closely to fulfill the government’s mission and the goals of each administration. Their interdependence is crucial. During the discussion, it was highlighted that customer experience principles can be applied to the transition process. Key topics covered include:

The transition process steps, from pre-election through the inauguration
Guidance for career public servants on preparing for an upcoming election and transition
Strategies for managing staff as they transition from one administration to onboarding the new one
Clarifying misconceptions about the transition process
Proven practices from past transitions that can be beneficial.

Whether you are a career public servant, political appointees or contracts, there will be something that you learn to make this process simple, seamless and gracious.

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EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory Oct 15, 2024

Show notes

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 veterans at various locations including USVets, the 32nd Street clinic, and the main VA hospital. Since 2017, "Veggies for Vets" has provided over 18,000 veterans with free produce, supported by corporate sponsorships and community donations. This initiative not only supports local farms but also bridges gaps between government and industry.

In this episode, Dr. Kozak and Diana Gregory reveal:

The origins of "Veggies for Vets" and how it was developed through a leadership program.
Tips for replicating this successful model in other regions.
Insights on managing a volunteer-driven program.
The positive impact of the program on veterans’ health and satisfaction.

This conversation is a testament to how dedication and collaboration can drive meaningful change.

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EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year Sep 10, 2024

Show notes

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 at the age of 16. Lee Becker was formerly on active duty in the Navy, followed by the Department of Defense and Veterans Affairs. Now, Lee serves the government through his position at Medallia.

This is an inspiring episode with two leaders who shared:

Their journey through their careers and leadership lessons they learned along the way
How focusing on the experience you provide to your customers improves trust in your organization and service
The challenges that they have faced throughout the years and recommendations on overcoming them
How to navigate changes in Administrations
How the public will interact with the government in 5 years from looking into their crystal ball.

We will be celebrating their accomplishments at the 2024 Service to the Citizen Awards on September 13, 2024, at The Mayflower Hotel in Washington DC.

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EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes Aug 13, 2024

Show notes

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 customers of the government
Tools and technology that can drive improvements in service delivery in contact centers
Strategies for addressing workforce issues
How the government can leverage the data from contact centers to improve the digital experiences and improve the overall success
Recommendations on how to overcome challenges that the government faces when acquiring, managing and operating contact centers

To contact Chad, he can be reached at chad.thyes@adondellc.com.

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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 Jul 09, 2024

Show notes

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 perspective and lens to the discipline of customer experience. In this episode, we talked about a few of his recent LinkedIn posts on:

“Combining value streams, customer experience, process mining and storytelling to improve business processes,” and
“Overemphasis on Generational Differences.”

We also discussed how artificial intelligence is being used to improve customer experience. Bil is a regular speaker on these topics.

Follow Dr. Brantley on LinkedIn.

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