In this episode of The CX Tipping Point, Martha Dorris spoke to the CEO of Bravo17 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 their systems.  His efforts in the AF are being replicated in the Department of Defense. The Air For ..read more

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 into the design process and many examples of how design creates more effective and efficient ..read more

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 organization is structured, their primary goals, interesting staffing strategies and lessons learned over ..read more

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, Noreen convenes technology leaders to advance the strategic use of technology and improve the ..read more

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 that having a President’s Management Agenda and Executive Order that focuses on CX w ..read more

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 the learning agenda with the customer experience and performance agendas Policy guidance and ..read more

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 ..read more

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 veterans access to care. Based on feedback from veterans, VA identified “transportation” as a major ..read more

In this episode of The CX Tipping Point Podcast, Martha Dorris talked with Robert (Bob) Kayle, a Program Manager for the Defense Health Agency’s Web and Mobile Technology Program.  Bob shared his journey to include 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 applications, two virtual reality applications, and projects focused on knowled ..read more

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 Diabetes pilot, which resulted in sustained blood sugar control, medication reduction, weight loss, di ..read more