Medallia & Choctaw Nation Launch New Omnichannel Strategy

Medallia, Inc., the global leader in customer and employee experience, and the Choctaw Nation, the third-largest Indian Nation in the United States, have launched an expansive omnichannel experience strategy designed to provide community-driven service for more than 230,000 tribal members and 13,000 associates. From health clinics and cultural centers to wellness programs and gaming resorts, the Choctaw Nation is seeing tangible results from working with Medallia to improve the experience of their community-focused services nation-wide.

Implementing Medallia Experience Cloud, the Choctaw Nation developed a modern, omnichannel customer experience program that drives real-time, data-driven decisions across more than 200 initiatives. Whether it's improving patient care, recognizing standout employees, or responding swiftly to guest feedback, the Choctaw Nation is setting a new standard for responsive, people-first services through Medallia.

“Our partnership with Medallia helps us truly understand what our guests are looking for from us and we are able to use that feedback to make better decisions across our nation,” said Demetrice Allen, Senior Director of Operational Excellence at Choctaw Nation. “We’ve embedded listening across every service we provide, which lets us act in real time to improve service, recognize great work, and most importantly, strengthen our connection to the community.”

The Choctaw Nation offers powerful examples of how experience data drives meaningful change

• Health clinics: Medallia insights revealed that patients responded more positively when greeted with the traditional Choctaw “Halito.” That finding led to the formal adoption of culturally aligned greetings as a measurable service standard.
• Cultural Center: Choctaw Nation lifted both visitor satisfaction and revenue after reinstating previously-removed menu items following guest intelligence.
• Wellness Program: With Medallia’s easy to interpret data, employees are able to adapt to meet guests needs, driving NPS (net performer score) up from 95.2 to 97.1 and OSAT (overall satisfaction) 90.2 to 94.

“The Choctaw Nation is setting a powerful example of how to deliver exceptional experiences by combining real-time insights with a deep commitment to the community,” said Mark Bishof, CEO of Medallia. “Their approach shows what’s possible when an organization embeds listening and action into every service it provides. Across industries, customer experience thrives when strategy, data, and execution work seamlessly together.”

With Medallia, the Choctaw Nation has transformed a complex network of services into a unified, real-time system for insight, recognition, and continuous improvement. Today, more than 50 programs operate alongside core initiatives, demonstrating a living and evolving strategy that listens with purpose and leads with action.

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Source – businesswire