The CX Tipping Point®

In this episode, Martha Dorris talked with the 2024 Service to the Citizen Award’s Government Executive of the Year (Ken Corbin) and the Industry Executive of the Year (Lee Becker). Ken Corbin is the Commissioner of Taxpayer Services and formerly the Chief Taxpayer Experience Officer at the Internal Revenue Service (IRS). Lee Becker, is a Senior Vice President for Public Sector and Healthcare for Medallia. Ken has many decades of experience at the IRS where he began as a student at the age of 16. Lee Becker was formerly on active duty in the Navy, followed by the Department of Defense and Veterans Affairs. Now, Lee serves the government through his position at Medallia.

This is an inspiring episode with two leaders who shared:

1. Their journey through their careers and leadership lessons they learned along the way
2. How focusing on the experience you provide to your customers improves trust in your organization and service
3. The challenges that they have faced throughout the years and recommendations on overcoming them
4. How to navigate changes in Administrations
5. How the public will interact with the government in 5 years from looking into their crystal ball.

We will be celebrating their accomplishments at the 2024 Service to the Citizen Awards on September 13, 2024, at The Mayflower Hotel in Washington DC.

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Resources Mentioned:

• Citizen Services Newsletter