Michael Martino Show

Process Excellence Is Customer Experience

Don’t purchase your cloud platform until you create a modern operating model

Where Should Government Put Its AI Focus?

Delivering large cloud platforms in iterations

Why transparency is critical for the success of transformational programs

The Role of the System Integrator in Government Platform Delivery

Waterfall vs. Agile in Large-Scale Platform Delivery

Should AI shape your operating model?

How AI can transform government service

Delivering an out-of-the-box implementation

When the Platform Is the Strategy — And When It Isn’t

Delivering big transformational programs in government

Building a benefit realization framework for government agencies

Building AI agents for government agencies

CX is a byproduct of your operating model

Designing the Journey to First Contact Resolution

Every AI Strategy Needs a Human-in-the-Loop

Why Every Government Agency Needs an AI Strategy

Stop Doing Work. Start Delivering Outcomes

Creating a journey-enabled operating model

Are Governments AI-Ready?

From Pilots to Platforms: Creating a Plan for AI Agents in Government Services

Creating Trust in Government Services

The Impact of AI on Government Agencies

Building a Dynamic Operating Model for Government

Designing an Omnichannel Experience for Government

How to Build a Plan for a Dynamic Operating Model

Designing a Channel Experience Roadmap for Government Agencies

The Future of Worker’s Compensation in a Digital and AI World

The Future of Digital Health

The Future of Channel Delivery for Government Services

The Future of Digital Government

Building Cross-Functional Teams for AI in Government

How Governments Can Use AI for a Better Citizen Experience

The Skills That Matter Most Now in a Contact Centre

The Future of Human-AI Partnership in a Contact Centre

Creating an AI Strategy for Customer Experience in Government

Understanding Customer Experience Platforms

Creating a great government experience through Agentic AI

Creating a Frictionless Government Experience with AI Agents

Mastering Customer Experience Management

How governments can use AI to deliver an omnichannel experience

Episode 7: The Future of AI in Contact Centers

Episode 6: Avoiding AI Pitfalls

Episode 5: AI Ethics, Trust, and Transparency

Episode 4: Personalization at Scale

Episode 3: Rethinking the Agent Role

Episode 2: From IVRs to Intelligent Agents

Episode 1: The AI Awakening – Why Now in Contact Centers?

AI Agents in the Contact Center – A New Era of Customer Experience