The CX Tipping Point®

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

  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!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

  --------  

  37:32
• EP 52 - 2024 Year in Review of Government Customer Experience featuring Dan Barrett, Lee Becker, Amanda Chavez, MaryAnn Monroe & Mary Schwarz

  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, GuidehouseLee Becker, MedalliaAmanda Chavez, NuAxisMaryAnn Monroe, Maximus Federal ServicesMary Schwarz, ICFTune in to gain insights on:The maturity of CX within the federal governmentChallenges and successes in implementing CX strategiesGovernance structures that support CX initiativesThe 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.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

  --------  

  1:45:18
• EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith Thurston

  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/DHSSimchah Suveyke-Bogin, Chief Customer Experience Officer, USDAKeith Thurston, Board of Advisors, PSLAFederal 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.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

  --------  

  1:03:14
• SPECIAL EDITION | EP 50 - Navigating the Presidential Transition

  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 agenciesTim Horne, Executive Vice President, Boyd Watterson Asset Management, formerly Acting Administrator, GSA as well as other positions at GSA; Federal Lead for two Presidential TransitionsJim Williams, President, Jim Williams Consulting, LLC and formerly Acting Administrator and Commissioner of the Federal Acquisition Service at GSAPolitical 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 inaugurationGuidance for career public servants on preparing for an upcoming election and transitionStrategies for managing staff as they transition from one administration to onboarding the new oneClarifying misconceptions about the transition processProven 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.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

  --------  

  1:09:55
• EP 49 - Veggies for Vets featuring Dr. Isabel Kozak & Diana Gregory

  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.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

  --------  

  40:00

More Government podcasts

Trending Government podcasts

About The CX Tipping Point®