City of San Diego - Proving the Formula: f(Best of CX)=Best EX

Experience 21 Session On-Demand

At the City of San Diego, customer satisfaction is our widget. We believe that providing the best service starts with creating the best organization in which to work — residents, businesses, and visitors receive better service when our employees are heard and supported. In this session, we will share how we first deployed Medallia to understand employees’ urgent COVID-19 needs, then expanded to systematically capture sentiment throughout the entire employee lifecycle. Lastly, we’ll illustrate how we’re linking service needs from our millions of customers to CX feedback and EX sentiment of our 11,000-person workforce.

Featured Speakers:

Jon Terwilliger, Program Manager – City of San Diego

Tristan Lewis, Program Coordinator – City of San Diego