EP 59 - The Customs and Border Protection’s (CBP’s) Drive to Return Time to Mission through Efficiencies featuring James McCament & Janet Pence

In this episode of the CX Tipping Point Podcast, Martha Dorris sits down with James McCament, Chief Digital Transformation Officer, and Janet Pence, Customer Experience Lead at U.S. Customs and Border Protection (CBP), to explore how CBP is transforming its service delivery, operations, and customer experience through innovation and technology.

Fresh off being named the 2025 Service to the Citizen Government Executive of the Year, James shares insights into CBP’s complex mission, from border security and trade facilitation to counterterrorism, and how digital transformation and AI are playing a critical role. Janet adds her perspective from decades of experience at CBP, including leading customer experience and trade support efforts.

Together, they discuss:

• CBP’s Experience Office and human-centered service model
• Automation that cut 3+ million customer burden hours in FY2024
• AI-driven tools that detect contraband and speed up processing
• Succession planning and upskilling across CBP’s vast workforce
• Strong cross-agency partnerships, including with the FDA
• Public reaction insights and the future of digital government

This episode offers a behind-the-scenes look at one of the largest law enforcement agencies in the country—and how it's innovating for a safer, smarter, and more customer-focused future.

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Resources Mentioned:

• Citizen Services Newsletter
• 2024 Service to the Citizen Awards Nomination Form