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The CX Tipping Point®

Dorris Consulting International

64 episodes

3 weeks ago

In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services. From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simp...

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In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services. From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simp...

Show more...

Episodes (20/64)

The CX Tipping Point®

EP 63: From Data to Impact: How GSA Transformed Digital Analytics featuring Marina Fox

In this episode, Martha Dorris sits down with Marina Fox, former lead of GSA’s Digital Analytics Program (DAP) and one of the 2025 Service to the Citizen® Award winners, to explore how data and persistence transformed how government understands, and improves, digital services. From her early career in data analytics to launching analytics.usa.gov, Marina shares how she built one of the most impactful digital initiatives in government, helping agencies use real-time data to design faster, simp...

3 weeks ago

1 hour 2 minutes

The CX Tipping Point®

EP 62 - Assessing Veterans’ Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration

In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA). Together, they lead the Survey of Healthcare Experiences of Patients (SHEP) program, which is transforming how the VA listens to and improves care for veterans. The conversation explores how SHEP: Uses surveys to capture veterans’ experience...

1 month ago

34 minutes

The CX Tipping Point®

EP 61 - How California’s EDD is Transforming Customer Experience featuring Loree Levy

In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Loree Levy, Deputy Director of California’s Employment Development Department (EDD), to talk about their shared passion for transforming how the public experiences government services. With 24 years in state government and a background in television journalism, Loree reflects on her career journey and the lessons she’s carried into leadership. Together, they explore how EDD has embraced customer experience practices...

2 months ago

48 minutes

The CX Tipping Point®

EP 60 - The Total Experience’s Impact on Efficiency and Service Delivery at HHS featuring Avery Muse

In this episode of The CX Tipping Point, Martha Dorris sits down with Avery Muse, former Executive Director for IT Operations at the Department of Health and Human Services (HHS), to explore how he brought customer experience (CX) and employee experience (EX) together as a “Total Experience” at HHS. With a career spanning defense, law enforcement, and health, Avery shares unique insights on service transformation in government. The conversation dives into his implementation of fusion teams, e...

2 months ago

1 hour 6 minutes

The CX Tipping Point®

EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence

In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore how CBP is transforming its service delivery, operations, and customer experience through innovation and technology. Fresh off being named the 2025 Service to the Citizen Government Executive of the Year, James shares insights into CBP’s complex mission, from border ...

3 months ago

1 hour 4 minutes

The CX Tipping Point®

EP 58 - How Government Data is Used to Reduce Fraud and Improve Customer Experience featuring Kshemendra Paul

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 ...

5 months ago

43 minutes

The CX Tipping Point®

EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs

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 Ve...

6 months ago

51 minutes

The CX Tipping Point®

EP 56 - Inside Federal HR Modernization featuring Steve Krauss

In this episode of The CX Tipping Point Podcast, we’re joined by Steve Krauss from the U.S. Office of Personnel Management—recipient of the 2025 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 explores for...

7 months ago

41 minutes

The CX Tipping Point®

EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell

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 o...

8 months ago

1 hour 1 minute

The CX Tipping Point®

EP 54 - Creating a Modern, User-Friendly Immigration Journey featuring Vashon Citizen

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,...

9 months ago

35 minutes

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 ...

9 months ago

37 minutes

The CX Tipping Point®

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 gover...

11 months ago

1 hour 45 minutes

The CX Tipping Point®

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 criti...

12 months ago

1 hour 3 minutes

The CX Tipping Point®

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 ele...

1 year ago

1 hour 9 minutes

The CX Tipping Point®

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 ...

1 year ago

40 minutes

The CX Tipping Point®

EP 48 - Insights from the 2024 Service to the Citizen Government and Industry Executives of the Year

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 a...

1 year ago

1 hour 8 minutes

The CX Tipping Point®

EP 47 - The Importance of Contact Centers in Delivering Services featuring Chad Thyes

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 cus...

1 year ago

1 hour 8 minutes

The CX Tipping Point®

EP 46 - Insights on How Intergenerational Workforces, Value Streams and Innovation Drive Outstanding Services to the Public featuring Dr. Bill Brantley

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 perspect...

1 year ago

53 minutes

The CX Tipping Point®

EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore

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...

1 year ago

1 hour 10 minutes

The CX Tipping Point®

EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks

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...

1 year ago

43 minutes