The CX Tipping Point®

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.

The CX Tipping Point® is a government podcast hosted by Dorris Consulting International, with 75 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Dorris Consulting International hosts The CX Tipping Point®, a government show with 75 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #74

  EP 74: From Search as a Service: The Future of AI in Government featuring Erik Arnold

  Aug 17, 202656 minS6

  In this episode of The CX Tipping Point Podcast , Martha Dorris sits down with Erik Arnold, Director of GovWizely, to explore how search and artificial intelligence are reshaping the way people find and interact with government information. Drawing on his extensive experience in search technology, including his work with USA.gov and Search.gov at the General Services Administration (GSA), Erik shares insights into the critical role search plays in connecting the public with trusted, authoritative information across government agencies. Martha and Erik discuss the potential for AI to move government services beyond simply providing information toward delivering more seamless, integrated experiences. They explore how AI could help agencies break down data silos, automate complex processes, and better support people through important life events—such as navigating a name change across multiple government systems. The conversation also examines what it will take to successfully implement AI in government, from adopting product-focused and agile approaches to addressing workforce and cultural change. Erik offers his perspective on how AI may reshape government jobs, emphasizing that the technology is more likely to transform roles and responsibilities than simply reduce headcount. Tune in for a thoughtful conversation about the evolution of government search, the future of AI-enabled services, and what agencies can do today to create simpler, more connected experiences for the public. Connect with Erik Arnold: erik@govwizely.com Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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  Episode #73

  EP 73: The AI Tipping Point for Government featuring Jeremy Wilcox

  Jul 20, 202650 minS6

  Artificial intelligence is transforming government, but where should agencies begin, and how can they adopt AI responsibly? In this episode of The CX Tipping Point Podcast , Martha Dorris is joined by Jeremy Wilcox, Senior Director for Strategic Solutions at C3 AI and former leader at the U.S. Digital Service, the Department of Homeland Security, and Forrester. Together, they explore how AI is redefining government customer experience and what it takes to successfully implement it across the public sector. Jeremy explains the differences between generative AI and agentic AI, why agencies should focus on people and processes before technology, and how AI can reduce friction, improve productivity, and deliver better outcomes for both employees and the public. The discussion also highlights practical AI use cases in contact centers, human resources, procurement, and finance, while addressing the importance of data quality, governance, human oversight, and change management. Jeremy also shares why agencies should target smart automation—not full automation—and offers insights on avoiding the growing risks of "shadow AI." Whether you're a government executive, CX leader, digital services professional, or simply interested in the future of AI in the public sector, this episode provides actionable insights for building more effective, citizen-centered services. Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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  Episode #71

  EP 71: Transforming Trust: How USPTO is Redefining Customer Experience featuring Charles Thomas

  May 12, 202654 minS6

  <p>In this episode of The CX Tipping Point Podcast, Martha Dorris spoke with Charles Thomas, the 2025 Customer Experience Trailblazer, whose leadership has transformed how the U.S. Patent and Trademark Office delivers digital services to the public. From launching the Trademarks program to leading USPTO’s enterprise-wide customer experience strategy, Charles has championed a user-first approach that makes trademark protection and innovation more accessible for entrepreneurs, attorneys, and business owners nationwide.</p><p>We discuss how customer journey mapping, usability testing, and strategic research helped USPTO surpass key satisfaction goals, achieving more than 80% customer satisfaction and trust scores across it...

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  Episode #70

  EP 70: From Policy to People: Transforming Service at the Social Security Administration featuring Michelle Filicetta & Laura Walker

  Apr 28, 20261h 7mS6

  <p>In this episode of <b>The CX Tipping Point Podcast</b>, Martha Dorris sat down with Michelle Filicetta and Laura Walker of the Social Security Administration’s Prescott, Arizona field office to explore how meaningful change in government service delivery often starts at the front lines.</p><p>Michelle, District Manager and 2025 Service to the Citizen Award recipient, and Laura, a Claims Specialist and 2025 Rising Star, share their journey from recognizing the need for improvement to actively transforming how services are delivered. </p><p>From small, test-and-learn improvements to building leadership buy-in, they discuss how customer experience principles are tra...

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  Episode #69

  EP 69: Building a Smart City from the Ground Up: Brownsville’s Transformation featuring Jorge Cardenas

  Apr 13, 202634 minS6

  <p>In this episode of The CX Tipping Point Podcast, Martha Dorris sits down with Jorge Cardenas, CIO of Brownsville, Texas and a 2025 Service to the Citizen Award winner. Tasked with transforming one of the least connected cities in the U.S., Jorge shares how he built a smart city from the ground up, modernizing infrastructure, expanding fiber networks, and launching a private 5G network.</p><p>He discusses key digital initiatives that improved city services, from online permitting and service request tracking to enhanced public safety systems and community Wi-Fi. Jorge also highlights Brownsville’s growing use of AI an...

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