2025: Year in Review for The CX Tipping Point Podcast

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 of the strongest and most consistent themes across this season is the importance of delivering simple, seamless, and secure digital services - while also ensuring equitable access for the millions of Americans who rely on phone and in-person support.

2. Breakthroughs Across Civilian and Defense Agencies: This season highlighted how federal and state agencies are not only modernizing their services but fundamentally reshaping what government delivery can look like. From simplifying complex tax and immigration processes to reducing operational “toil,” expanding statewide digital strategies, and integrating customer and employee experience, agencies demonstrated measurable progress in efficiency, transparency, and user-centered design. These efforts show a government increasingly equipped to anticipate needs, reduce burden, and improve outcomes for the people it serves.

3. Leadership in Service Delivery Transformation: This season underscored a simple truth: CX transformation thrives when leaders are aligned and committed. From the Air Force leveraging empathy, to Maryland breaking down silos, to CBP championing human-centered design, leaders set the pace and expectations for modernization.

4. Innovation as a Catalyst for Better Service Delivery: Across this season, innovation was defined not by technology for its own sake, but by measurable impact. Agencies used AI to analyze millions of veteran survey responses, predictive analytics to reduce fraud, chatbots and self-service tools to cut wait times, modern phone systems to balance national call loads, real-time web analytics to guide improvements, and streamlined processes to return time to mission. Innovation is strengthening both service delivery and workforce effectiveness.As we look to the year ahead, The CX Tipping Point® Podcast will continue to explore the many ways leaders across government are transforming the experience of the public, and the employees who serve them.

The momentum is clear, and the work ahead is both ambitious and essential.

Together, we are shaping a government that works better for everyone.

EP 53 - Transforming the Journey for First-Time Fliers: How the IRS is Elevating Customer Experience featuring Angela Render, former Branch Chief for IRS Content Strategy

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

EP 55 - Innovating with Empathy and AI at the Air Force Research Laboratory featuring Alexis Bonnell, the Chief Information Officer of the Air Force Research Laboratory

EP 56 - Inside Federal HR Modernization featuring Steve Krauss formerly at the U.S. Office of Personnel Management

EP 57 - Elevating Digital Government & User-Centered Design featuring Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland

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

EP 59 - The Customs and Border Protections's (CBP's) Drive to Return Time to Mission through Efficiencies featuring James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP)

EP 60 - The Total Experience's Impact on Efficiency and Service Delivery at HHS featuring Avery Muse, CEO, The Muse Group

EP 61 - How California's EDD is Transforming Customer Experience featuring Loree Levy, Deputy Director of California’s Employment Development Department (EDD)

EP 62 - Assessing Veterans' Patient Experience through the Survey of Healthcare Experience of Patients (SHEP) Program within the Veterans Health Administration featuring Christopher Mannozzi, Director of Performance Management, and Jim Schaefer, Director of Surveys at the Department of Veterans Affairs’ Veterans Health Administration (VHA)

EP 63 - From Data to Impact: How GSA Transformed Digital Analytics featuring Marina Fox, Director of Digital Solutions, TechSur Solutions

EP 64 - A Digital-First Future for Every American featuring Frank Bisignano, Commissioner of the Social Security Administration (SSA) and Chief Executive Officer of the Internal Revenue Service (IRS)

EP 65 - 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery featuring MaryAnn Monroe, Maximus, Airis Gill, Deloitte, Crystal Philcox, Philcox Consulting, & Lee Becker, Medallia