EP 73: The AI Tipping Point for Government featuring Jeremy Wilcox

Artificial intelligence is transforming government, but where should agencies begin, and how can they adopt AI responsibly?In this episode of The CX Tipping Point Podcast, Martha Dorris is joined by Jeremy Wilcox, Senior Director for Strategic Solutions at C3 AI and former leader at the U.S. Digital Service, the Department of Homeland Security, and Forrester. Together, they explore how AI is redefining government customer experience and what it takes to successfully implement it across the public sector.Jeremy explains the differences between generative AI and agentic AI, why agencies should focus on people and processes before technology, and how AI can reduce friction, improve productivity, and deliver better outcomes for both employees and the public.The discussion also highlights practical AI use cases in contact centers, human resources, procurement, and finance, while addressing the importance of data quality, governance, human oversight, and change management. Jeremy also shares why agencies should target smart automation—not full automation—and offers insights on avoiding the growing risks of "shadow AI."Whether you're a government executive, CX leader, digital services professional, or simply interested in the future of AI in the public sector, this episode provides actionable insights for building more effective, citizen-centered services.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: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form