Federal agencies are at a pivotal moment in the evolution of customer experience (CX). During a recent panel discussion, a group of federal CX and service delivery leaders explored the current state, and future direction, of government services, highlighting the importance of small, empowered teams, measurable value, and emerging technologies like artificial intelligence (AI). Moderated by Martha, the conversation brought together five experts with deep experience across cust

As we continue elevating the conversation around customer experience (CX) in government, The CX Tipping Point® Podcast remains a central platform for bringing practical, mission-driven insights to leaders across federal, state, and local agencies.  Across this series, several themes emerged, each reflecting the critical momentum building across government to improve how services are designed, delivered, and experienced. 1. Emphasis on Digital First but Not Digital Only:  One

In a recent discussion on The CX Tipping Point Podcast , Martha Dorris welcomed Frank Bisignano, Commissioner of the Social Security Administration (SSA) and newly appointed Chief Executive Officer of the Internal Revenue Service (IRS). With an extensive background in technology, financial services, and large-scale operations, Frank brought a sharp and practical perspective to the conversation on modernizing public service and elevating the citizen experience. A Leader Shaped