Dorris Consulting International

This Thanksgiving, we want to extend our heartfelt gratitude to the individuals and organizations who make a difference in our communities every day. ?? To our first responders who protect us and keep us safe. ?? To the healthcare workers who care for our well-being. ?? To the farmers who ensure our tables are filled with nourishing food. ?? To government employees who work tirelessly to enhance the customer experience and ensure programs and services are accessible to all. Your dedication makes our world a better place. Thank you for everything you do to serve and support our nation. Happy Thanksgiving from all of us to you and your families! ???? Let us know in the comments: What are YOU most grateful for this year? ??

?? Join Us for Medallia’s Annual DC Forum! ?? When: December 11th ?? Where: National Press Club in Washington, DC This is your opportunity to: ? Explore the latest trends in experience management ?? Connect with thought leaders and peers ?? Learn how to transform experience outcomes and drive mission success Featured Sessions Include: - How to Create a Customer-Focused Organization in Government - How CX/EX Drives Efficient Mission Delivery - How to Deliver a Consistent, Seamless Experience Across All Channels - How to Build Trust in Government Don’t miss this chance to network with a vibrant community of professionals shaping the future of experience management! ?? Reserve your spot here: https://lnkd.in/eh-fR75j #MedalliaDCForum #ExperienceManagement #MissionDelivery #Leadership #GovernmentEfficiency

This #FacultyFriday meet Excellence in Citizen Services program faculty lead, Martha Dorris! Dorris is the CEO and Founder of Dorris Consulting International, a consultancy dedicated to enhancing the lives of government customers, including employees, through improved government services. With extensive knowledge of government operations and expertise in citizen services and customer experience, Martha aids governments in increasing their efficiency and effectiveness in delivering exceptional services. She is also the Founder and President of the Public Service Leadership Academy, which aims to cultivate the next generation of leaders. Join Martha for the Excellence in Citizen Services program starting February 2025 ?? https://lnkd.in/eC8p_hF3 #GeorgeMasonUniversity #CostelloMeansBusiness #ExecutiveEducation #CX #Faculty

In a recent episode of The CX Tipping Point Podcast, Martha Dorris brought together leaders in federal contact centers to discuss how these vital operations are transforming to meet rising citizen expectations. #Contactcenters are the unsung heroes of #publicservice, bridging the gap between government agencies and the public. ? What’s Covered? ? Trends reshaping contact centers, including empathy-driven service, omnichannel integration, and #AI adoption ? Key lessons learned in modernizing operations, from data-driven strategies to clear communication ? What the future holds for contact centers: proactive outreach, enhanced agent roles, and seamless #omnichannel service The following blog post dives into the full insights and discovers how government agencies are evolving to deliver faster, clearer, and more empathetic services to citizens. Thank you to our guests for sharing them! Meghan Daly, Niki French, Simchah Suveyke Bogin & Keith Thurston #CustomerExperience #GovernmentInnovation #PublicService #EmpathyInAction

Just when you think an event can’t get any better…and then it does. That’s how I feel about last week’s CX Summit. It was an amazing opportunity to connect with so many from our vibrant community and dive deep into the evolving landscape of the total experience ~ CX/EX/DX ~ in government. The conversations around improving the citizen and employee experiences to build more efficient government operations were inspiring. Huge thanks again to: ~Matisha Montgomery, Jennifer Purdy, LCSW, CPXP, Patrice Stewart, and Simchah Suveyke Bogin for their incredible insights on how EX helps to drive a customer-centric culture ~ Srikant Narasimhan for his wisdom and data in driving positive CX outcomes ~ Nicola (Nik) Hall for being the most awesome co-moderator and acknowledging the fabulous shoes ~ Maria O'Rourke for being a great panel planning partner ~ Dorris Consulting International, American Council for Technology - Industry Advisory Council (ACT-IAC), and Deloitte Government & Public Services planning teams for the herculean efforts behind the scenes ~ the CX COI leadership team for being the best! Until next year… #customerexperience #employeeexperience #digitalexperience #totalexperience Martha Dorris | Lee Becker | Crystal Philcox | A’ndrea Jones | Dominic Sale | Amanda Chavez | Courtney Kay-Decker | Marcy Katz Jacobs | Eitan Simon Naftali | Sheena M. | Beth Archibald Martin | Franklyn Matthews | Liz Adams | Zac Halbrook | Chris Krahe | Dominik Heynen | Julie Barham | Alyssa Huynh | MaryAnn Monroe, CCXP | Kristy Daphnis | Joshua Knight

Happening Now! The session Customer Experience presented by Martha Dorris of Dorris Consulting International and MaryAnn Monroe of Maximus. On-demand access available here: https://bit.ly/3ZcPU3y #PSCvision2024 #CX #customerexperience

Join us on Tuesday, December 10, 2024, for an insightful panel discussion and networking event on Navigating Complexity: Powering Mission Success through Digital Transformation hosted by Datadog! Explore how today’s government leaders are modernizing IT systems, workflows, and processes to deliver mission-critical services to citizens more effectively. Key Takeaways: ? Overcoming organizational friction ? Breaking silos and streamlining processes ? Enhancing mission outcomes with agility ? Best practices from top government IT leaders ?? Where: Convene, The Observation Hub | 29th Floor ?? Address: 1201 Wilson Boulevard, Arlington, VA 22209 Register here: https://lnkd.in/eMEbEDjD #DigitalTransformation #GovTech #PublicSectorInnovation #DatadogLive #NetworkingEvent

?? Reflecting on an incredible experience at the 2024 ACT-IAC Customer Experience Summit! ?? This event was truly the place to be for advancing the federal agency design and delivery of efficient and effective services for the public. From discussions on CX, EX, and HCD, to exploring innovation and collaboration across agencies, industry partners, and local governments, the summit was packed with opportunities to learn, connect, and share solutions. ??????????A huge shoutout to Dorris Consulting, ACT-IAC, and the CX COI Leadership Team for convening industry leaders, experience experts, solutions architects, and designers to share best practices that drive meaningful change. Your dedication and vision made this summit a standout experience.???? ???? I am deeply honored to have had the chance to moderate a panel that focused on creating a through-line between Customer Experience, Employee Experience, and Innovation Adoption. It’s through these connections that we ensure the strategies we design are not only innovative but also impactful and sustainable. Shout out to The Clearing and Dr. Yasmeen I. Burns & team for designing the survey that engaged 400+ attendees during our CX Summit breakout session! Cheers to integrating the attendee experience into the panel design and for Yasmeen’s valuable insights on leadership and employee experience. Your expertise truly elevated the discussion! Here’s to continued collaboration and progress toward delivering better services for all! #CX #EX #Innovation #HCD #PublicService #Collaboration #ACTIAC #Leadership American Council for Technology - Industry Advisory Council (ACT-IAC) Dorris Consulting International Martha Dorris Lee Becker Airis McCottry Gill Dominic Sale Crystal Philcox Dr. Yasmeen I. Burns MaryAnn Monroe, CCXP Carol Miller Nancy Delanoche Brian Whittaker Justin Cole Patrick Newbold Allison Amrhein David Berenbaum MaryAnn Monroe, CCXP

A great day today at the American Council for Technology - Industry Advisory Council (ACT-IAC) and Dorris Consulting International #CXSummit! Many thanks to Martha Dorris for leading out on such an awesome day! Niki French Frederick Panzer, PhD, PMP Angela Mercado Tiffany Basdeo Dr. Sarah Spradlin Rachel Vincent Schwind, PMP, ACP, MBTI Kristin Chase Andrade ASI Government

We’ll be in Arlington on Friday for American Council for Technology - Industry Advisory Council (ACT-IAC) CX Summit in collaboration with Dorris Consulting International. Our team is ready to dig deep into Total Experience – Digital Experience (DX), Customer Experience (CX), and Employee Experience (EX) – and emerging tech trends. See you there! Raza S. Latif | Gundeep Ahluwalia | Heather Newlin, MBA | Amanda Chavez #Events #GovCon #CX #DX #EX