All Episodes
Michael Martino Show — 291 episodes · page 1 of 3
Building a Customer Journey Lifecycle-Aligned Operating Model
Governance Is a Decision System, Not a Reporting System
Your Customer Doesn't Care Who Lost the Bag
Funding Your AI Program: How Government Agencies Pay For AI
Creating an AI-Enabled Customer Journey
Why User Experience Will Determine Whether AI Succeeds in Government
Why Great User Experience Has Never Been More Important for Government Online Services
Funding the AI Roadmap in Government
The Six Capabilities Every Government Needs to Thrive in the Age of AI
The Culture Required to Deliver an AI-Enabled Operating Model
Building the AI Team That Will Transform Your Organization
Designing AI Agents for Government: Why the Process Matters More Than the Technology
Creating AI Governance for a Government Agency
Creating an AI Operating Model for a Government Agency
Rethinking Delivery Models for the AI Era
Design Your Operating Model Before You Buy the Cloud Platform
The Operating Model is the Strategy for AI in Government
Delivering Government 2030 — From Vision to Execution
People Readiness — The Make-or-Break Stream in Large Transformations
Customer Journey Management – The Missing Link in Cloud Platform Success
Why small teams win in cloud transformations
Benefits Realization Is the Make-or-Break Factor in Large Transformations
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
The Rise of AI Agents – Beyond the Bot
The Integrator Tangle: Accountability in Multi-Vendor Transformations
Digital Literacy: The New Core Competency
The Buy vs. Build Shift: Letting Go of ‘We’re Unique’
Designing Culture for Transformation Success
The Governance Gap: Why Good Governance Often Fails
Busting the Myths: Misconceptions About Business Modernization
Accessibility by Design: Building Online Services That Work for Everyone
Agentic AI vs. Traditional AI – What's the Big Deal?
Escaping the Trap: Overcoming Technical Debt
Putting People First: Creating Customer-Centric Processes
The most important elements of a business transformation
The missing pieces of the digital transformation puzzle
Building an Omnichannel Experience that Actually Works
Agentic AI: The Future of Contact Centres
Creating an IT strategy that works
Mastering Customer Journey Management
Project vs Product Funding
Project vs Product: Why Companies Are Turning to a Product-Driven Approach
Executing on a Digital Strategy: From Slide Deck to Delivery
When system requirements become your business requirements
Designing for the service exception
Funding digital products in a government agency
Creating a digital straight-through processing system for insurance claims
Why customer research matters
Implementing live chat for a government agency
The future of contact centres
The digital product is the business process