EP 65: 2025 Year-End Review: CX Leaders Reflect on the State of Service Delivery

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, Maximus
• Airis Gill, Deloitte
• Crystal Philcox, Philcox Consulting
• Lee Becker, Medallia

The 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 governance
• The importance of design-driven approaches, along with AI and automation—including the new America by Design Executive Order
• Preparing the government workforce for rapidly evolving technologies
• Why starting with the customer and working backwards leads to better, more effective services

A 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 2018

Government Services Delivery Improvement Act, January 4, 2025

Executive Order 14179, Removing Barriers to American Leadership in Artificial Intelligence, January 23, 2025

Section 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, 2025

Harnessing GenAI to Elevate the Citizen Experience, Nascio, September 25, 2025

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Resources Mentioned:

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