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 perspective and lens to the discipline of customer experience. In this episode, we talked about a few of his recent LinkedIn posts on:

• “Combining value streams, customer experience, process mining and storytelling to improve business processes,” and
• “Overemphasis on Generational Differences.”

We also discussed how artificial intelligence is being used to improve customer experience. Bil is a regular speaker on these topics.

Follow Dr. Brantley on LinkedIn.

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.

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.