“Our call centre has always been customer aware and customer friendly, but now with Medallia they are especially customer focused and effective because they can use the direct feedback to make data driven decisions."

"It’s more important than ever to leverage a human-centered design (HCD) approach in everything we do in Government. The Department’s Office of Customer Experience (OCX) focuses on just that – identifying core customer needs to develop metrics that will most accurately measure experience and identify insights that will help USDA …