Elevate CX with a Human-Centered Approach

This episode features an interview with Lee Becker, SVP and GM of Medallia’s Public Sector. In this episode, Lee talks about the federal government’s cross-agency initiative to improve CX, shares advice for managing CX across several departments, and explains why a human-centered approach sets the stage for success.

Quotes

*“We are elevating the human experience of government by putting people’s voices at the center of decision making. That is really at the core of what we do. This element of placing the people’s voices at the center of everything is something so profound because it’s the missing piece.”

*“I think customer experience sometimes can be seen as an audit function, and we’ve got to make sure it doesn’t become that. Customer experience should be seen as a core enabler for everything that organization is doing. It cannot be seen as this special thing off to the side.”

*“We actually make sure that the changes we’re making are not just a copy-and-paste. It’s not just a, ‘Hey, we’re going to keep the same process and we’re going to slap technology on it, and boom, here’s our modernization.’ Let’s actually take a step back. Let’s make sure that we’re putting the people’s voice at the center of everything.”

Time Stamps

*[:19] Lee’s journey from Department of Defense to Medallia Public Sector

*[3:08] The scope of Medallia Public Sector’s mission

*[9:09] Team building and organization

*[14:09] Creating a CX-focused culture 

*[21:27] Cross-department communication and alignment

*[25:41] Tackling complex pain-points

*[34:38] Biggest lessons Lee’s learned in the Public Sector

Links

• Connect with Lee on LinkedIn
• Follow Lee on Twitter
• Connect with Phil on LinkedIn
• Follow Phil on Twitter

Thank you to our friends

This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.