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    Government

    The CX Tipping Point®

    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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    Copyright: © 2026 The CX Tipping Point®

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    Latest Episodes:
    EP 5 - Crystal Philcox: How Customer Experience is Being Implemented in GSA Apr 12, 2021
    Show notes

    In this episode of The CX Tipping Point podcast, we spoke with Crystal Philcox who has held senior executive positions at the Internal Revenue Service (IRS) and the US General Services Administration. She shares her experience at improving service to citizens and suppliers across these two agencies.

    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:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    EP 4 - Mariela Cardona: CX Insights from an Early Trailblazer at USCIS Mar 08, 2021
    Show notes

    In this episode of the CX Tipping Point Podcast, we spoke with Mariela Cardona, Former Director at the Office of Citizenship and Applicant Information Services at the U.S. Citizen and Immigration Services(USCIS). She shares her personal customer experience journey and how the USCIS has focused on the customer for decades.

    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:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    EP 3 - Brian Whittaker: Customer Experience and the Impact of Diversity and Inclusion Feb 07, 2021
    Show notes

    On this episode of the CX Tipping Point we chat with Brian Whittaker, former Acting Director of 18F & Deputy Director of GSA’s IT Modernization of Centers of Excellence, on the role that diversity and inclusion play in delivering government services. Hear how these play an important role in the research and implementation to achieve the desired outcome. Brian is currently the Director of Design and Development on the Consumer Financial Protection Bureau.

    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:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    EP 2 - Tim Conway & Ann Steward: CX Insights from Around the World Feb 01, 2021
    Show notes

    On this episode of The CX Tipping Point, we chat with Ann Steward, former Chief Information Officer (CIO) in Australia and Tim Conway, independent consultant in the technology sector among others. Ann and Tim provide insights from government and industry about the government’s implementation of technology. Both of their experiences span decades.

    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:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    EP 1 - Lee Becker: Perspectives on CX Jan 26, 2021
    Show notes

    On this episode of The CX Tipping Point, we chat with Lee Becker, CX Evangelist from Medallia and formerly from the Department of Veterans Affairs (VA) and discuss his perspective on the importance of improving the experience of veterans, families and caregivers with the VA. Learn the secrets behind some of the VA’s successes at improving the trust veterans have in interacting with the VA as well as being part of the most mature customer experience office in the federal government - and one of the first department-wide CX offices.


    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:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    Trailer Jan 22, 2021
    Show notes

    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!

    Stay Connected:

    • Follow us on social media:
      • LinkedIn: @DorrisConsultingInternational
      • Twitter: @DorrisConsultng
      • Facebook: @DCInternational

    Resources Mentioned:

    • Citizen Services Newsletter
    • 2024 Service to the Citizen Awards Nomination Form
    Previous 1 6 7 8

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