All Episodes
Michael Martino Show — 293 episodes
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
Doing More with Less – Digital Products in Government
Building a digital roadmap for a government agency
Service design meets process redesign
What citizens need from a digital identity framework
Digital by default vs Digital by design
Episode 7: Measuring Success and Continuous Improvement
Episode 6: Implementing and Managing Change
Episode 5: Developing a Multi-Channel Strategy
Episode 4: The Role of Digital Transformation in Government Communication
Episode 3: Evaluating Current Channels and Gaps
Episode 2: Understanding Citizen Needs and Preferences
Episode 1: Introduction to Channel Strategy in Government
Episode 9: The Road Ahead – What’s Next for Digital Government?
Episode 8: Policy, Regulation, and Ethical Considerations
Episode 7: Digital Identity and Cybersecurity in Government
Episode 6: Open Data, Transparency, and Trust
Episode 5: Citizen-Centric Digital Services
Episode 4 - The Role of AI and Automation in Digital Government
Episode 3 - Overcoming Barriers to Digital Transformation
Episode 2 - The Driving Forces Behind Digital Government
Episode 1: From E-Government to Digital Government
Generative AI in Government: Transforming Public Service
Shifting from E-Government to Digital Government
Building a world-class digital product team
The Power of Design Systems in Digital Product Development
Accelerating Digital Product Creation
Using AI to create a seamless customer experience
AI and the Future of Customer Experience: Personalization at Scale
Creating a channel strategy
The importance of simplifying processes before implementing digital solutions
Redesigning the government-citizen experience
The Power of Cloud Products
The Power of Fusion Teams
The future of contact centre agents
Creating an omni-channel experience
Digital Transformation in government
Using Generative AI in a Contact Center
The importance of an agile organization
The importance of business transformation in modernizing your business
Evolution of Contact Centres
Using Service Design Blueprints to drive your digital transformation
Revolutionizing Insurance: The Power of Generative AI
The importance of customer experience orchestration
The importance of digital governance for a digital transformation
The skills needed for a digital transformation
Bridging the Gap: Service Design for Seamless Policy Delivery
A framework for creating a digital transformation strategy
Creating a capabilities value stream
Benefits of digital transformation
Creating a digital transformation roadmap
How chatbots are revolutionizing the way businesses interact with their customers
The connection between the customer journey and business process
Enhancing the citizen experience: The power of live chat
Weighing the pros and cons of tailoring cloud products
Defining your digital business strategy
Delivering on your digital product vision
Importance of process redesign for digital government
How can government's use AI to help with the citizen experience?
How are citizens’ needs and wants evolving, and what impact does this have on government service providers?
What are the challenges in making citizen journeys digital by default?
Measuring a company's digital readiness
Using Agile to Scale Your Business
Exploring the Impact of Technology on Traditional Industries
How to create a Digital Transformation Strategy
What is the Digital Economy?
The importance of digital product management
The transformative impact of generative artificial intelligence in the insurance industry
The evolution of personas for product development
What is BizDevOps?
The importance of Service Design in a business transformation
The missing pieces of the digital transformation puzzle
Platform upgrades need to address key elements for the insurance industry
Insurance Core Systems Modernization
Implementing live chat and video chat for real-time support
The future of insurance
Integrating systems for a seamless channel experience
Ensuring data security and privacy in the digital environment
Measuring the success of a digital transformation strategy
Differentiating between incremental and radical transformations
No code/Low-code Platforms: An accelerator for digital transformation
Engaging and training employees for a channel shift
Overcoming resistance to change for your channel shift strategy
Allocating resources and budgeting for channel shifting in a government agency
Government as a platform
Developing a strategic roadmap for the transformation
What the hell is a model office
Establishing a governance structure for ongoing management
Developing an implementation plan and timeline
Exploring digital communication and interaction channels
Creating a Digital Transformation Strategy in nine steps
Mapping the customer journey and touchpoints across channels
Defining your target customer segments and their specific needs
Creating a comprehensive transformation strategy
Navigating legacy systems in government
Setting clear goals and objectives for your channel shift initiative
Understanding the technology requirements and infrastructure for digital channels
Compensation claims in the digital age
Assessing the suitability of various digital channels for the organization
The ten elements of a successful digital claims transformation.
Exploring digital communication and interaction channels
The COO agenda
Channel shifting - Identifying opportunities for improvement and innovation
Assessing your customer channels
The risks and challenges of legacy systems
Analyzing customer feedback and pain points
Evaluating the strengths and weaknesses of your channels
What is a business transformation?
Conducting an assessment of your customer service channels
Benefits of channel shifting for both businesses and customers
Seven steps to creating a digital product roadmap for a digital transformation
Analyzing customer behavior and preferences
Understanding traditional vs digital channels
Understanding key channels in a channel shift
Redefining customer experience in today's business landscape through a channel shift
Remove the grey
What does trust buy you?
Creating an Omni channel experience
Do you have the discipline to stick to your vision?
Digital identity risks
Creating and managing digital identity
What is digital identity?
Implementing a channel shift
Part 4 - Technology's role in channel shifting
Part 3 - The challenges of channel shifting
Part 2 - Benefits of channel shifting
Series: What are the key areas of a successful channel shift?
Digital Government extends beyond digital self service
What the heck is ChatGPT?
Welcome to Season 5
What are trust frameworks
The downside of delaying digital transformation for government agencies
Five Trends in Transforming Government in 2022
NFL Conference Championship
Your customer's highest effort is your biggest inefficiency
Leadership
Omni-channel customer interactions
Opportunities to turn the tide of the Great Resignation
2022 NFL Divisional Playoff Weekend
Factors for Government to consider in Digital Delivery
Digital is not about technology
Top reasons why people are quitting during the Great Resignation
Pandemic Digital Board Game being Delisted from Multiple Stores
2022 NFL Wild Card Weekend Predictions
Why take a product-based view
How should organizations deliver on digital initiatives?
What is a Model Office?
Going back to the office
No end in sight for the Great Resignation
Digital is a change in mindset
Y2K22
Managing Distributed Teams
Maker's Mark 101 review
Efficiency is key
Cybersecurity and Privacy
Tracking and Transparency
Unlocking data
Omni channel experience
Mobile now
Digital first mindset
Seven trends in digital government
Program Governance
Why is the biggest risk to Digital Transformation often the C-suite?
What is the value of digital?
The Roles Needed in a Transformation (Part 1)
Everybody wants to be a gangster
Agile mindset
Just start!
Summer is a great time to change patterns
Consistency over Intensity
The power of email lists
Dealing with a difficult presentation
Reimagining Government
Channel Measurement Strategy
IT Innovation In Government
Training Live Agents
Inconsistent Touchpoints
Omni Channel Experience
Horizontal Government
Digital government
The Long Game
Better Digital Products
Digital Products
Digital Process
Small Biz Gov Services
Citizens Are Cross Touchpoint
Ethnographic Research
Macro - Micro
Storytelling Is So Important
Business Is Like MMA
Offsite Team Building
Canadian Digital Service
Traditional Radio Sucks
Customer-centric
Product Vs Experience
Just Start
It Would Be Better If...
Stop Being Fancy. Just Ship...
Digital Government Strategy
CX Is The Advantage
Dana Bans Nunes Headlining
Hard Work Is Never Wasted
Digital Transformation
No One Owes You Shit
Delivering Digital Services
Your Success
Reaching Generation C
GLOW - Another Nextflix Winner
Podcast With Anchor
Queen Of The South