Martha is a customer experience (CX) evangelist who believes that using the principles and practices in CX can transform the way that the government delivers services to its customers, including employees, external customers, other agencies and suppliers. To continue driving improvements to government customer experience, Martha founded Dorris Consulting International (DCI) to support federal agencies and private sector companies in supporting agencies' service delivery. Martha currently hosts “The CX Tipping Point Podcast” and releases a monthly Citizen Services Newsletter to share the successes in the US and around the world.

Martha founded the Service to the Citizen Awards Program to recognize Champions of Change in government and industry that change the lives of Americans. In six years, the STTC Awards Program has recognized over 700 government and industry champions of change that have significantly improved citizen services.

As a CX professional, Martha supports companies applying CX principles and practices to the way they serve their government customers. Using her 34-year government career and customer and digital experience, she developed an understanding of the way the federal government is implementing CX and DX, its unique challenges that the government faces, and opportunities for improvements within the federal government. Using this knowledge, Martha helps companies navigate the complexities of the federal government in this space. CX is the delivery of the mission and touches all aspects of the agency's operations.

To build a customer-focused culture and train government executives on CX principles and practices, she designed a one-day CX program for government executives through OPM's FEI. In addition, she co-designed a CX leadership program through the University of Virginia|Northern Virginia's Customer Experience Leadership Institute. Martha speaks and presents on CX in the government on a regular basis.

Martha supports the US Cyber Challenge, a program supported by the Center for Internet Security to create cybersecurity leaders and reduce the shortage in the cyber workforce.

Prior to retiring, Martha spent almost 34 years at the General Services Administration where she gained experience in acquisition, technical and program management, digital government and customer or citizen experience.  Martha led the Office of Citizen Services for over 12 years where she oversaw the delivery of information and services to the public and the creation of shared products and services provided to other agencies to support their efforts to improve the service and experience provided to their customers. 

George Jackson is the vice president of events at GovExec – the largest and most-influential media company in the public sector marketplace. George joined GovExec in October of 2020 to enhance the scale of their events and audience experiences.

He graduated from The Ohio State University in 2003 with a bachelor’s degree in English. In 2006, he earned his master’s in broadcast journalism from the University of Maryland, College Park.

George spent the first five years of his journalism career at WJHL-TV in Johnson City Tenn. – beginning as an overnight producer for the station’s 6 a.m. broadcast. He advanced to lead on-air reporter for WJHL’s 11 p.m. newscast.

As a reporter, George examined the earnings of two non-profit hospital systems, felony charges filed against a local sheriff, predatory paving companies, a health benefits backlog for local veterans, and a series of cold-case murder investigations. He received an honorable mention for Best TV Reporter in the 2011 Tennessee AP Broadcast awards and won a Best Investigative Reporting award from Media General in 2010.

George joined DC’s ABC affiliate WJLA-TV in 2012 to produce Capital Insider, which won him an Emmy award. One year later, he developed and recorded the pilot episode of Government Matters – a program about the business of government. It debuted as a weekly show on Sunday, August 4th of 2013. George led Government Matters through September of 2020, expanded its reach to a daily worldwide audience, and produced its first feature-length documentary “The Dawn of Generation AI.”

George is from Toledo, Ohio. He lives with his wife, twin daughters, and a pair of rescue dogs in Northern Virginia.