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 con...
Jun 10, 2025•43 min•Season 5Ep. 58
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 Af...
May 12, 2025•52 min•Season 5Ep. 57
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 explore...
Apr 07, 2025•41 min•Season 5Ep. 56
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 ...
Mar 10, 2025•1 hr 1 min•Season 5Ep. 55
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, u...
Feb 11, 2025•36 min•Season 5Ep. 54
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 bi...
Jan 14, 2025•38 min•Season 5Ep. 53
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 governm...
Dec 03, 2024•1 hr 45 min•Season 4Ep. 52
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 critica...
Nov 12, 2024•1 hr 3 min•Season 4Ep. 51
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 elect...
Oct 29, 2024•1 hr 10 min•Season 4Ep. 50
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 ve...
Oct 15, 2024•40 min•Season 4Ep. 49
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...
Sep 10, 2024•1 hr 9 min•Season 4Ep. 48
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 custo...
Aug 13, 2024•1 hr 8 min•Season 4Ep. 47
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...
Jul 09, 2024•54 min•Season 4Ep. 46
In this episode of The CX Tipping Point Podcast , Martha Dorris spoke to Dana Chisnell, the Executive Director of the Customer Experience Directorate and Stephanie Moore, the Program Manager for the implementation of Executive Order 14058 on “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government” in the Department of Homeland Security. DHS is dedicated to transforming their most impactful services to meet the needs of the 1 billion touch points a year. As s...
Jun 11, 2024•1 hr 10 min•Season 4Ep. 45
In this episode of The CX Tipping Point , Martha Dorris spoke to Leilani Martínez, the Director of the Public Experience Portfolio and Marietta Jelks, a Product Manager of USAGov in GSA’s Technology Transformation Services. Last year, the Public Experience Portfolio was identified as a high impact service provider (HISP). It strives to unify, improve, and standardize the experience the public has interacting with the Federal government. The Public Experience Portfolio operates USAGov, a program ...
May 14, 2024•44 min•Season 4Ep. 44
In this episode of The CX Tipping Point , Martha Dorris spoke to the CEO of BRAV017 and formerly the Chief Customer Officer at the US Department of the Air Force and Space Force, Colt Whittall. After experience in the private sector, Colt wanted to work in the government in the area of technology and management. He was able to secure a position after seeking advice from the CIO of the Air Force. They created a Chief Experience Officer in the Air Force to raise the bar on user experience for thei...
Apr 09, 2024•59 min•Season 3Ep. 43
In this episode of The CX Tipping Point Podcast , Martha Dorris talked with Nilufer Erdebil, the Founder and CEO of Spring2Innovation Design Thinking . Nilufer is a leading consultant of innovation and design thinking with expertise in telecommunications, defence, application development, project management, and information technology management in the public sector. Nilufer shares her expertise and experience at working in design in Ottawa, Canada. We discuss the importance of bringing users in...
Mar 12, 2024•56 min•Season 4Ep. 42
In this episode of The CX Tipping Point Podcast , Martha Dorris spoke with the Acting Chief Customer Officer at the US General Services Administration. Camille Tucker has worked in the Chief Customer Office since 2018 and currently is dual hatted as the Lead for their Voice of the Customer Program and the Acting Chief Customer Officer. For anyone planning to create a Chief Customer Office, Camille shared how the office was originally funded and created, its current funding strategy, how the orga...
Feb 13, 2024•50 min•Season 4Ep. 41
In this episode of The CX Tipping Point Podcast , Martha Dorris spoke with Noreen Hecmanczuk, a Senior Advisor for Strategic Engagements and Communications to the Federal CIO, Clare Martorana. In this episode, Noreen shared her experiences that crossed numerous federal agencies and led to an opportunity as a White House Fellow, later joining the US Digital Service where she recognized the transformative potential of technology in government services. As a senior advisor to the Federal CIO, Noree...
Jan 09, 2024•51 min•Season 4Ep. 40
In this Special Edition Episode of The CX Tipping Point Podcast, Martha Dorris spoke to industry experts and practitioners in the field of Government Customer Experience (GovCX). You will hear from: Mary Swartz, ICF Next Lee Becker, Medallia Rachel Schwind, ASI Government Amanda Chavez, NuAxis Innovations This episode was recorded on the 2nd anniversary of Executive Order 14058, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” We discussed the impact...
Dec 18, 2023•1 hr 27 min•Season 3Ep. 39
In this episode of The CX Tipping Point, Martha Dorris spoke to Robert Shea and Adam Hughes of a new consultancy called GovNavigators . Robert is the co-founder and Chief Executive Officer and Adam is a co-founder and President. Using their decades of experience and expertise in government management and driving improved performance, Robert and Adam shared how agencies should: Focus on outcomes Be motivated by mission Move funding to what matters Use the customers’ to inform improvements Connect...
Dec 12, 2023•33 min•Season 3Ep. 38
In this episode of The CX Tipping Point , Martha Dorris spoke to the Deputy Taxpayer Experience Officer (TXO) at the Internal Revenue Service, Courtney Kay-Decker. Ms. Kay-Decker has a long history of working in revenue and taxes. During this episode, she shares how the IRS is using the Inflation Reduction Act funding as well as the challenges and priorities when delivering outstanding services to taxpayers. Learn about the IRS’ priorities within the Taxpayer Experience Office. Thank you for lis...
Nov 14, 2023•48 min•Season 3Ep. 37
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Dr. Indra Sandal, the Chief of Innovation at the Tampa Veterans Hospital and Mr. Greg Goins, the VISN 9 Network Director and Executive Sponsor of the VHA-Uber Health Connect Initiative. The Department of Veterans Affairs manages a very sophisticated innovation ecosystem that allows them to identify issues and pilot solutions in small ways to determine whether they should be scaled. In this example, they used it to provide ...
Oct 10, 2023•47 min•Season 3Ep. 36
In this episode of The CX Tipping Point Podcast , Martha Dorris talked with Robert (Bob) Kayl, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program. Bob shared his journey on returning to government service due to his commitment to the mission of government and the personal satisfaction from working in the government. Bob Kayl is a 2023 Service to the Citizen Award winner for his work in DHA’s creation of almost 40 native mobile applications, seven progressive web ...
Sep 20, 2023•25 min•Season 3Ep. 35
In this episode of The CX Tipping Point , Martha Dorris spoke to Dr. Anne Utech, the National Director for the Nutrition and Food Services at the Department of Veterans Affairs. Dr. Utech describes her journey at VA, leveraging her experience and expertise in diet and nutrition to serve veterans. Her passion and enthusiasm for the impact that VA’s nutrition and food services programs have had on veterans is inspiring. Dr. Utech is a 2023 Service to the Citizen Award winner for the Type 2 Diabete...
Aug 15, 2023•35 min•Season 3Ep. 34
In this episode of The CX Tipping Point Podcast , Martha Dorris spoke to Matthew (Matt) Cornelius, formerly the Senior Professional Staff Member to Chairman Gary C. Peters of the Senate Homeland Security and Governmental Affairs Committee. Matt’s extensive experience and expertise in information technology (IT) modernization, cybersecurity and identity management at the General Services Administration, the Office of Management and Budget, the Alliance for Digital Innovation and the Senate gives ...
Jul 11, 2023•41 min•Season 3Ep. 33
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Bajinder Paul, experienced Chief Information Officer (CIO) across many federal agencies. Bajinder described what he learned from serving at agencies during crises, such as housing issues that were impacted by Hurricane Katrina or the banking crisis of 2009. As demonstrated during the pandemic, having a modern infrastructure enabled USDA to deliver services to employees and customers quickly and effectively. As everyone wor...
Jun 13, 2023•52 min•Season 3Ep. 32
In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with the intergovernmental, government/industry team that supports Recreation.gov . Recreation.gov, also known as rec.gov, provides a one-stop shop for the public to access tools, services and information on 4,200 facilities and activities and over 113,000 individual reservable sites across the country. Thirteen federal agencies participate and contribute to Recreation.gov. Their customers are not only the public but the agenci...
May 09, 2023•46 min•Season 3Ep. 31
In this episode of The CX Tipping Point Podcast , Martha Dorris talked with John Riordan, a leadership development consultant, coach and trainer of executives in government and industry. John shares his insights from coaching hundreds of people, many of which were transitioning into the senior executive service. The Federal government’s focus on improving government services through improved customer experience can be a disrupter with challenges in driving change. Leaders can make the difference...
Apr 18, 2023•53 min•Season 3Ep. 30
With the drive towards delivering digital experiences, cybersecurity and customer experience have become interdependent. It’s critical that both of these disciplines are leveraged to achieve the ultimate experience for customers, whether they are employees, retirees, seniors, the public, or other agencies. Customer experience is the perception that your customers have when interacting with your organization. This experience is driven by the ease, efficiency and usefulness of the interaction alon...
Mar 28, 2023•53 min•Season 3Ep. 29
