The CX Tipping Point®  Por  arte de portada

The CX Tipping Point®

De: Dorris Consulting International
  • Resumen

  • The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.

    © 2024 The CX Tipping Point®
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Episodios
  • EP 45 - Turning Touch Points Into Trust Points at the Department of Homeland Security featuring Dana Chisnell & Stephanie Moore
    Jun 11 2024

    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 stated in the 2023 CX Annual Report, DHS believes that better customer experience means that the touch points they have with the public are more secure, equitable, efficient, effective and accessible for everyone.

    In this episode, you will learn how DHS:

    • Is creating a department that is human-centered
    • Has created and staffed a Customer Experience Directorate that included over 70 experts.
    • Has created alignment between the agency’s strategic plan and their information technology strategy and across headquarters and the eight operating components and on improving the services they deliver
    • Is driving culture change and building their internal capacity for modernizing services and improving customers’ experience across the 8 operating components
    • Is impacting the lives of their customers and users, including the public, travelers, businesses, non-citizens in the immigration process, disaster survivors, and more.

    At the core, customer experience and human centered design isn’t an initiative. It’s about creating a human centered organization that embeds customer-focused thinking into every aspect of operations. It’s about a way of thinking and working that addresses issues and finds solutions for the people they serve.

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    1 h y 10 m
  • EP 44 - Insights as USAGov Transitions to be the Front Door for the Public's Life Events ft Leilani Martínez & Marietta Jelks
    May 14 2024

    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 program that connects people with government information more than 113 million times a year through websites (USAGov and USAGov en español), social media, email, and phone calls and chats to the USAGov Contact Center.

    In this episode, you will learn about:

    1. The history of USAGov and its value in delivering information and services to the public
    2. The recent upgrade of USAGov and the process used to engage its customers
    3. The role of USAGov in delivering services at pivotal life events
    4. USAGov’s role in meeting the needs of underserved populations

    Monitor the progress as the Public Experience Portfolio prepares to transition Benefits.gov to USAGov and continues to provide information and services in English and Spanish.

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    44 m
  • EP 43 - How the Office of the CIO in the Air Force Implemented Customer Experience featuring Colt Whittall
    Apr 9 2024

    In this episode of The CX Tipping Point, Martha Dorris spoke to the CEO of BRAV017 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 Force’s focus on customer and user experience bubbled up from internal computer issues such as long reboot times. There was an open letter on LinkedIn from an airman referred to as the “Fix my computer” memo that elevated the importance of fixing their systems and computers and led to the hiring of Colt. These issues make airmen question when you can’t fix the small things, you begin to question whether the important things can be accomplished.

    Colt describes his roles and responsibilities, how data and feedback provide a good framework for measurement and mechanisms for tracking experience and feedback. Colt’s journey into the government resulted in a very rewarding experience and an offer to help others get into the government. Please contact him via LinkedIn if you want to chat.

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    59 m

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