The CX Tipping Point®

The CX Tipping Point® Podcast welcomed Joanne Woytek, Program Manager of NASA’s Solutions for Enterprise-Wide Procurement (SEWP) Program and a 2026 Service to the Citizen® Lifetime Achievement Award winner, for a conversation about her remarkable 49-year career at NASA and the lessons she has learned along the way. Joanne shared her journey from supporting NASA scientists with technology to leading SEWP, one of the federal government’s most widely used IT acquisition vehicles. Throughout the ...

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, authoritat...

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 p...

In this episode of The CX Tipping Point Podcast, Martha Dorris hosts a discussion with leaders from the ACT-IAC Contact Center Modernization Working Group and workshop facilitators from the ACT-IAC Contact Center Summit held in April 2026. Featured guests include: MaryAnn Monroe, Industry Co-chair, Contact Center Working GroupMeghan Daly, Industry Co-chair, Contact Center Working GroupCrystal Philcox, who led the Service Delivery Performance Measures workshopAndy Beaman, who led the Use...

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 busin...