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Listen "EP 65: 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery"
Episode Synopsis
In this episode of The CX Tipping Point Podcast, host Martha Dorris sits down with a distinguished panel of leaders in customer experience and government service delivery:MaryAnn Monroe, MaximusAiris Gill, DeloitteCrystal Philcox, Philcox ConsultingLee Becker, MedalliaThe group characterizes today’s environment as “codified, fragile, and accelerating”—noting strong policy alignment around CX but ongoing staffing and capacity challenges. They highlight the continued commitment to CX across administrations, from the Government Performance and Results Act to the current Customer Experience Executive Order.Key topics include:Modern legislation and initiatives shaping service delivery and the need for integrated governanceThe importance of design-driven approaches, along with AI and automation—including the new America by Design Executive OrderPreparing the government workforce for rapidly evolving technologiesWhy starting with the customer and working backwards leads to better, more effective servicesA concise, forward-looking conversation on what it takes to deliver modern, customer-centered government services.The following policies and legislation were discussed.21st Century Integrated Digital Experience Act, December 2018Government Services Delivery Improvement Act, January 4, 2025Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025Section 280 of A-11, Managing Customer Experience and Improving Service Delivery, 2025 Executive Order 14058, Transforming Federal Customer Experience and Service Delivery To Rebuild Trust in Government (December 13, 2021)OMB Memorandum M-23-22, Delivering a Digital-First Public Experience (September 23, 2023)Executive Order 14338, Improving Service through Design, August 21, 2025Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025 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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