Medallia Experience, 2025

What if the most powerful capability in government wasn’t a new technology or a budget increase—but real-time, actionable feedback loops?

That was the core energy at this year’s #MedalliaExperience conference in Las Vegas. Together with some of the most forward-thinking leaders in public service, we explored how feedback loops—powered by AI and grounded in human insight—can be a force multiplier for mission outcomes.

Our session focused on how customer experience (CX) is more than a metric—it’s a strategic leverfor government transformation. From the battlefield to benefits processing, from active duty to veteran support, the stakes are high—and the opportunity for impact is even higher.

Three themes resonated deeply throughout the conversation:

1. Mission Impact Through Real-Time Feedback Loops

When government listens—and acts—trust grows. Whether it’s a military family navigating benefits or a Veteran accessing care, insight only matters when it drives change. Closing the loop builds credibility, accelerates service delivery, and reinforces the mission.

2. Culture and Leadership Matter

Operationalizing CX isn’t about tools; it’s about mindset. Both John and Lee spoke about the power of internal champions—leaders who embed empathy and accountability into their teams. It’s about owning the moment, not just the metric.

3. Connected Experiences Across Agencies

True transformation happens when agencies work together. From DoD to VA and beyond, seamless transitions across the service member and Veteran journey require collaboration, interoperability, and a shared commitment to outcomes that matter.