A Year in Review for The CX Tipping Point Podcast

By Martha Dorris

The CX Tipping Point Podcast remains a cornerstone of our mission to enhance government service delivery by engaging with leaders across sectors. This year, our episodes have delved into pivotal developments in customer experience (CX) within the public sector, highlighting several key themes:

1. Emphasis on Digital First but Not Digital Only:?Episodes have underscored the importance of providing seamless, simple, and secure digital experiences, a focus that has intensified post-COVID. Episodes also highlighted the need to deliver services to everyone via their channel of choice.
2. Progress and successes in several civilian and defense agencies: We explored achievements at the US General Services Administration, the Department of Homeland Security, and the Department of the Air Force, addressing challenges in funding, data sharing, and outreach, and showcasing collaborative solutions.
3. Leadership in Service Delivery Transformation: Conversations highlighted the critical role of leadership in driving transformative changes in service delivery across various government levels and branches.
4. Role of Innovation: The podcast examined how innovative processes and technologies are pivotal in enhancing service delivery and customer satisfaction.
5. Highlights from several of the 2024 Service to the Citizen Award winners: These included the Government and Industry Executives of the Year.

Through these episodes, we continue to learn from both the challenges and successes that have occurred and provide valuable insights into the evolving landscape of government customer experience, aiming to inspire and inform our audience.

We look forward to continuing to explore the many aspects of improving the experience of the government’s customers and employees in 2025.

Check out the full list of episodes from 2024 below:

• EP 40 - Insights on Delivering Digital Experiences from the Office of the Federal CIO Noreen M. Hecmanczuk , a Senior Advisor for Strategic Engagements and Communications to the Federal CIO
• EP 41 - Highlights of GSA's Customer Experience (CX) Initiatives Camille Tucker ,?Acting Chief Customer Officer, GSA
• EP 42?- How Human Centered Design can Improve Services Around the World Nilufer Erdebil , the Founder and CEO of?Spring2Innovation Design Thinking
• EP 43?- How the Office of the CIO in the Air Force Implemented Customer Experience Colt Whittall ,?Chief Customer Officer at the US Department of the Air Force and Space Force
• EP 44?- Insights as USAGov Transitions to be the Front Door for the Public's Life Events Leilani Martínez , Director of the Public Experience Portfolio, GSA & Marietta Jelks , Product Manager of USAGov, TTS, GSA
• EP 45?- Turning Touch Points Into Trust Points at the Department of Homeland Security Dana Chisnell , Executive Director of the Customer Experience Directorate, U.S. Department of Homeland Security & Stephanie Moore , Program Manager, U.S. Department of Homeland Security
• EP 46?- Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public Dr. William Brantley , President and Chief Learning Officer (CLO) for Brantley Advanced Social Sciences Application (BASSA)
• EP 47?- The Importance of Contact Centers in Delivering Services Chad Thyes , the President of Adonde LLC
• EP 48?- Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year Kenneth Corbin , Commissioner of Taxpayer Services and formerly the Chief Taxpayer Experience Officer, Internal Revenue Service & Lee Becker , Senior Vice President for Public Sector and Healthcare, Medallia
• EP 49 - Veggies for Vets. Dr. Isabel Kozak , Nurse Practitioner and Assistant Chief of Staff for Community Medicine at the Phoenix VA Health Care System & Diana Gregory , CEO of Diana Gregory Outreach Services
• EP 50?- Navigating the Presidential Transition Greg Giddens , Partner, Potomac Ridge Consulting, Timothy Horne , Executive Vice President, Boyd Watterson Asset Management & Jim Williams , President, Jim Williams Consulting, LLC.
• EP 51?- Insights from Government Contact Center Leaders Meghan Daly , Co-Lead, Contact Center CoE, GSA , Niki French , CX Branch Manager, Transportation Security Administration (TSA) , Simchah Suveyke Bogin , Chief CX Officer, USDA & Keith Thurston , Board of Directors, Public Service Leadership Academy (PSLA)
• EP 52?- 2024 Year in Review of Government Customer Experience DAN BARRETT, CCXP , Guidehouse house , Lee Becker , Medallia , Amanda Chavez , NuAxis Innovations , MaryAnn Monroe, CCXP , Maximus & Mary Joyce Schwarz , ICF