The CX Tipping Point®

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EP 75: The Customer-First Approach Behind NASA SEWP’s Success featuring Joanne Woytek Sep 29, 2026

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The CX Tipping Point® Podcast welcomed Joanne Woytek, Program Manager of NASA’s Solutions for Enterprise-Wide Procurement (SEWP) Program and a 2026 Service to the Citizen® Lifetime Achievement Award winner, for a conversation about her remarkable 49-year career at NASA and the lessons she has learned along the way.

Joanne shared her journey from supporting NASA scientists with technology to leading SEWP, one of the federal government’s most widely used IT acquisition vehicles. Throughout the conversation, she emphasized the role that customer service, innovation, listening, and strong industry partnerships have played in SEWP’s success.

She also reflected on the evolution of her leadership style, including learning to recognize and build upon employees’ individual strengths rather than trying to change them. That people-centered philosophy has helped shape a culture focused on mission, service, and collaboration.

Today, SEWP has grown to nearly $14 billion in annual sales, but Joanne explained that growth was never the primary goal. Instead, SEWP’s success has been driven by staying focused on its customers, understanding their needs, and continuously improving the experience it provides.

Joanne also shared memorable stories from her career, including international collaborations, and reflected on the accomplishments of the SEWP team and the legacy they have built together.

The conversation concluded with Martha Dorris congratulating Joanne on receiving the 2026 Service to the Citizen® Lifetime Achievement Award, recognizing her decades of leadership and commitment to improving government service delivery.

Learn more about SEWP’s success factors and stories 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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EP 74: From Search as a Service: The Future of AI in Government featuring Erik Arnold Aug 17, 2026

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In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Erik Arnold, Director of GovWizely, to explore how search and artificial intelligence are reshaping the way people find and interact with government information.

Drawing on his extensive experience in search technology, including his work with USA.gov and Search.gov at the General Services Administration (GSA), Erik shares insights into the critical role search plays in connecting the public with trusted, authoritative information across government agencies.

Martha and Erik discuss the potential for AI to move government services beyond simply providing information toward delivering more seamless, integrated experiences. They explore how AI could help agencies break down data silos, automate complex processes, and better support people through important life events—such as navigating a name change across multiple government systems.

The conversation also examines what it will take to successfully implement AI in government, from adopting product-focused and agile approaches to addressing workforce and cultural change. Erik offers his perspective on how AI may reshape government jobs, emphasizing that the technology is more likely to transform roles and responsibilities than simply reduce headcount.

Tune in for a thoughtful conversation about the evolution of government search, the future of AI-enabled services, and what agencies can do today to create simpler, more connected experiences for the public.

Connect with Erik Arnold: erik@govwizely.com

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EP 73: The AI Tipping Point for Government featuring Jeremy Wilcox Jul 20, 2026

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Artificial intelligence is transforming government, but where should agencies begin, and how can they adopt AI responsibly?

In this episode of The CX Tipping Point Podcast, Martha Dorris is joined by Jeremy Wilcox, Senior Director for Strategic Solutions at C3 AI and former leader at the U.S. Digital Service, the Department of Homeland Security, and Forrester. Together, they explore how AI is redefining government customer experience and what it takes to successfully implement it across the public sector.

Jeremy explains the differences between generative AI and agentic AI, why agencies should focus on people and processes before technology, and how AI can reduce friction, improve productivity, and deliver better outcomes for both employees and the public.

The discussion also highlights practical AI use cases in contact centers, human resources, procurement, and finance, while addressing the importance of data quality, governance, human oversight, and change management. Jeremy also shares why agencies should target smart automation—not full automation—and offers insights on avoiding the growing risks of "shadow AI."

Whether you're a government executive, CX leader, digital services professional, or simply interested in the future of AI in the public sector, this episode provides actionable insights for building more effective, citizen-centered services.

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EP 72: Inside the ACT-IAC Contact Center Summit: From Service Design to the Future of Contact Centers and More Jun 09, 2026

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In this episode of The CX Tipping Point Podcast, Martha Dorris hosts a discussion with leaders from the ACT-IAC Contact Center Modernization Working Group and workshop facilitators from the ACT-IAC Contact Center Summit held in April 2026.

Featured guests include:

MaryAnn Monroe, Industry Co-chair, Contact Center Working Group
Meghan Daly, Industry Co-chair, Contact Center Working Group
Crystal Philcox, who led the Service Delivery Performance Measures workshop
Andy Beaman, who led the Use of AI in Service Delivery workshop
Rachel Schwind, who led the Future of Contact Centers workshop
Ed Bodenseik, who co-led the Use of Service Design in Contact Centers workshop

Together, they explore the future of government contact centers and their evolving role as critical sources of mission intelligence. The conversation examines how agencies can move beyond transaction-based interactions to deliver strategic outcomes, modernize service delivery while maintaining a human-centered approach, and leverage contact centers to strengthen public trust. The discussion also highlights the continued importance of voice channels and the need for leadership to recognize the strategic value contact centers provide.

The episode begins with an overview of the ACT-IAC Service Design & Experience Community of Interest (CoI) Contact Center Modernization Working Group, including its mission, goals, and priorities for the coming year. The Working Group is dedicated to improving government contact center performance through knowledge sharing, collaboration, and technology adoption, and meets monthly on the third Thursday of each month.

Drawing on decades of combined experience in customer experience, service delivery, and contact center operations, the guests share key findings and recommendations from the summit workshops and discuss what government agencies can do to prepare for the next generation of service delivery.

The ACT-IAC Service Design & Experience CoI includes three working groups:

Workforce Optimization Working Group
Contact Center Modernization Working Group
Service Design Working Group

Follow the Service Design & Experience COI (formerly the CX CoI) on LinkedIn.

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EP 71: Transforming Trust: How USPTO is Redefining Customer Experience featuring Charles Thomas May 12, 2026

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Charles Thomas, the 2025 Customer Experience Trailblazer, whose leadership has transformed how the U.S. Patent and Trademark Office delivers digital services to the public. From launching the Trademarks program to leading USPTO’s enterprise-wide customer experience strategy, Charles has championed a user-first approach that makes trademark protection and innovation more accessible for entrepreneurs, attorneys, and business owners nationwide.

We discuss how customer journey mapping, usability testing, and strategic research helped USPTO surpass key satisfaction goals, achieving more than 80% customer satisfaction and trust scores across its digital services. Charles also shares insights from leading the development of Trademark Center, the modernized platform simplifying trademark applications for more than 500,000 users each year.

Tune in to hear how human-centered design, thoughtful innovation, and a commitment to public service are helping reshape the future of government digital experiences.

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EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker Apr 28, 2026

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government service delivery often starts at the front lines.

Michelle, District Manager and 2025 Service to the Citizen Award recipient, and Laura, a Claims Specialist and 2025 Rising Star, share their journey from recognizing the need for improvement to actively transforming how services are delivered.

From small, test-and-learn improvements to building leadership buy-in, they discuss how customer experience principles are transforming SSA from the inside out. They also highlight the importance of empathy in public service, including a powerful story that shows how going beyond process can truly change lives.

This episode underscores the importance of delivering timely, accurate, and compassionate service—and how both career civil servants and political appointees play complementary roles in driving meaningful progress. Michelle and Laura leave listeners with a message of optimism and a call to action: meaningful transformation is possible when people are empowered to care, collaborate, and lead from where they are.

Michelle can be reached at Michelle.Felicetta@ssa.gov and Laura can be reached at laura.walker@ssa.gov.

Laura Walker’s Service to the Citizen acceptance speech can be accessed here.

Highlights from the 2025 Service to the Citizen Awards program are available here.

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EP 69: Building a Smart City from the Ground Up: Brownsville’s Transformation featuring Jorge Cardenas Apr 13, 2026

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In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Jorge Cardenas, CIO of Brownsville, Texas and a 2025 Service to the Citizen Award winner. Tasked with transforming one of the least connected cities in the U.S., Jorge shares how he built a smart city from the ground up, modernizing infrastructure, expanding fiber networks, and launching a private 5G network.

He discusses key digital initiatives that improved city services, from online permitting and service request tracking to enhanced public safety systems and community Wi-Fi. Jorge also highlights Brownsville’s growing use of AI and its innovation lab, along with future plans to expand connectivity and regional collaboration.

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EP 68: Building Citizen-Centric Digital Services Across Europe featuring Frank Leyman Mar 16, 2026

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In this episode of The CX Tipping Point, Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen services. Frank shares insights into the European single market’s digital initiatives and Belgium’s efforts to build more citizen-centric services.

The conversation covers Europe’s push for interoperability across member states through digital identity systems, mobile e-wallets, and shared authentication methods, as well as Belgium’s back-office infrastructure that connects authoritative databases across ministries. Martha and Frank also discuss the challenges of cultural differences across Europe, the importance of co-creating services with citizens, and why strong marketing and communication strategies are essential for successful government programs.

Tune in to hear how Belgium and other European countries are working toward the EU’s Digital Decade goals for 2030 while exploring emerging technologies like AI and maintaining strong ethical standards.

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EP 67: Serving Veterans through Committed Senior Leadership featuring Dr. Paul Lawrence Feb 10, 2026

Show notes

In this episode of The CX Tipping Point Podcast, Martha Dorris sat down with Dr. Paul Lawrence, Deputy Secretary of the Department of Veterans Affairs. Dr. Lawrence previously served as the Under Secretary for Benefits during his first term at VA and was named the 2019 Service to the Citizen Government Executive of the Year.

As Deputy Secretary and Chief Operating Officer, Dr. Lawrence oversees VA operations and supports the Secretary in delivering on the Department’s priorities. Throughout the conversation, he reiterated his commitment to veterans and to ensuring they have a positive experience when accessing VA health care and benefits.

Dr. Lawrence highlighted several key achievements, including progress in housing homeless veterans, expanding access through the opening of new clinics, and improving the speed and accuracy of benefits processing — all while working with fewer resources. He emphasized the importance of engaging directly with veterans, listening to their feedback, and using metrics to identify the areas that matter most.

Additional topics discussed included:

VA’s ongoing rollout of the Electronic Health Record, a major transformation effort aimed at improving both the health care experience and operational efficiency, for which Dr. Lawrence serves as executive champion.
Enhancements to the overall veteran experience beyond medical care, including small but meaningful changes that demonstrate respect and compassion.
The value of hearing veterans’ concerns firsthand through in-person visits, and how even minor adjustments can make a significant difference.
The importance of aligning technology investments with clear outcomes and managing change carefully to ensure successful adoption.
VA’s responsibility to serve veterans across generations, from their late teens to over 100 years old, requiring excellence across all service delivery channels.

The conversation concluded with a focus on VA’s plans to continue improving benefits processing, simplifying forms, streamlining processes, and enhancing the end-to-end health care experience. Dr. Lawrence noted that veteran trust in VA has increased significantly over the past nine years, underscoring the impact of these efforts.

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EP 66: From Quicksilver to Now & Beyond: Lessons in Government Digital Transformation featuring Mark Forman Jan 13, 2026

Show notes

Welcome to season 6 of The CX Tipping Point Podcast! In this episode of The CX Tipping Point Podcast, Martha Dorris talks with Mark Forman about the evolution of digital government and e-government initiatives, with a focus on the groundbreaking Quicksilver project of the early 2000s. Mark shares how Quicksilver identified 24 priority initiatives across four portfolios to improve service delivery and reduce transaction costs—and what he would do differently if leading similar efforts today.

Drawing from his experience leading the 2001 Quicksilver digital transformation initiative, Mark discusses building a cross-agency task force of seasoned government reformers, navigating collaboration and funding challenges, and ensuring long-term sustainability.

Together, Martha and Mark explore the ongoing burden of government transactions, the complexities of organizing services around a citizen-centric model, and the lessons still shaping government CX today. The conversation concludes with Mark’s vision for “New Federalism 2.0” and how better technology integration could transform citizen services.

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