Elevate CX with a Human-Centered Approach with Lee Becker, SVP and GM, Public Sector at Medallia

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] Bigges lessons Lee’s learned in the Public Sector


Bio


Lee Becker is a Navy veteran with more than 20 years of
experience in regulated industries and the public sector. Lee
joined Medallia in 2020, after spending 10 years at the U.S.
Department of Defense in various strategic and operational roles.
This included the development of award winning programs in
customer, patient, and employee experience at the Department of
Veterans Affairs, Department of Defense, and co-leading the White
House cross-agency goal on customer experience for all of
government.


Thanks to our Friends


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Links


Connect with Lee on LinkedIn

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