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.

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

In Episode 58 of The CX Tipping Point Podcast, Kshemendra Paul shared his journey from Silicon Valley tech entrepreneur to senior federal executive, highlighting his leadership roles at the Department of Justice, the Office of Management and Budget, and the Department of Veterans Affairs. His work focused on improving government performance through data, fraud prevention, and information sharing—most notably with the Recovery Act and the national suspicious activity reporting initiative.

The conversation emphasized the role of data as a strategic asset, especially in fraud reduction, internal controls, and improving services for veterans. Kshemendra advocated for better enterprise-level data use, identity verification tools, and integrated platforms to support transparency, efficiency, and trust in government.

He also discussed the success of the National Information Exchange Model (NIEM) project in NYC, which used predictive analytics to identify at-risk youth, and called for stronger federal data leadership, including the establishment of a Federal Chief Data Analytics Officer.

Finally, Kshemendra shared his upcoming retirement plans, a renewed focus on advocacy, and personal reflections—including his passion for hiking, skiing, and family.

Kshemenda is available on LinkedIn or via email at kshemendra.paul@gmail.com

Kshemendra Paul is a seasoned leader, recognized for his pioneering results and solutions using data, architecture, and information sharing and safeguarding to improve government on behalf of the American people. As a widely lauded executive, Kshemendra routinely applied his unique perspective to addressing complex challenges, contributing to reducing risk, and enhancing operational efficiency, effectiveness, and integrity. His insights explore how organizations can leverage data for impactful decision-making, improved outcomes, and greater protection of stakeholders. His focus now is policy advocacy. He also serves on boards, and advises organizations and leaders.

Recent Op-Ed:

"Moving Federal Enterprise Risk Management Beyond Compliance Theater" – FedScoop, April 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

In this episode of The CX Tipping Point Podcast, we spoke with Marcy Jacobs, the first Chief Digital Experience Officer for the State of Maryland. Marcy goes into the significance of user-centered design and the holistic approach needed to improve digital experiences, particularly in government and consulting sectors.

She discusses her journey in digital government, from starting out as a graphic and web designer to leading digital transformation efforts at USDS and the Department of Veterans Affairs. Marcy explores challenges, solutions, and strategies for integrating digital services, enhancing user research, and leveraging AI for better customer experiences.

Key Takeaways:

1. Insights on prioritizing user needs over technology and shifting from an inside-out to an outside-in approach.
2. Importance of understanding the full user journey.
3. How project management and product leadership require technical depth, leadership buy-in, and measurable outcomes to avoid reinforcing ineffective processes.
4. Breaking down silos between digital services and CX teams to ensure data-driven, actionable solutions rather than just measurement.
5. The role of user research in improving services and the potential of AI when applied strategically.

Join us as we uncover how digital services can transform government experiences and why a human-first approach is critical to success!

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