Medallia

Lora Allen
Principal CX Advisor, Public Sector

Lora is a Principal CX Advisor at Medallia focused on delivering broad-scale CX solutions through strategy and governance.
She is passionate about linking customer and employee experience programs to operations and implementing pilots to scale government mission impact and results.

Lora's career in public service expands across both U.S. Federal and State Government, including four Presidential Administrations, and has served in various mission-critical roles at four Federal Agencies (GSA, DHS, Department of Education, and DOJ).
She is an expert with lots of experience in customer experience, public administration, talent management, workforce transformation, and leadership development.

Lora is a graduate of the Partnership for Public Service's Excellence in Government Fellowship Program (2019-2020), the Presidential Management Fellows Program (2006-2008), and has served on the Board of Federal Career Connection, Conversations about Leading, and Young Government Leaders. She obtained a Masters of Public Administration from the Robert F. Wagner School of New York University, focusing in Public and Non-Profit Management, and she attended Roanoke College, earning a Bachelors in Political Science and International Relations.

She lives in Fairfax, VA with husband and son who love legos, coding, and robots.

Dan Barrett
Director, Grant Thornton Public Sector LLC

Dan Barrett leads the Customer Experience Solution within Grant Thornton’s public sector practice. In this role, he leads a team of practitioners with expertise in voice of customer and design thinking methods, combined with organizational change management and strategic communications. Since joining Grant Thornton, Dan has helped clients across civilian government accelerate customer-centric change.

Before joining GT, Dan spent 20 years in government finding new ways to serve customers better. Dan built and ran the first ever Customer Experience function at the United States Postal Service, directing CX efforts across the 600,000-employee organization. Dan’s work involved modernizing the Voice-of-Customer survey portfolio to improve the customer listening strategy, developing and curating the agency’s current state journey maps, and hosting Design workshops to reinvent critical customer journeys. Dan was primarily responsible for reaching across organizational boundaries to set shared priorities, and finding ways to inspire empathy for the customer at all levels of the organization.

He brings a unique perspective forged inside government toward addressing the organizational challenges that naturally accompany CX work.

Lee Becker
VP of Solutions Principals

Lee Becker currently serves as Solutions Principal at Medallia, leading the public sector practice and supporting the healthcare practice - enabling dedicated government and healthcare teams to provide the very best experience for employees and the people they honorably serve.

Prior to joining Medallia, Lee served over 20 years in the public sector in various strategic and operational capacities routinely called upon to lead organizational change across the spectrum of people, process, and technology. This included the development of award winning programs in customer experience at VA and co-leading the White House cross-agency goal on customer experience for government; technology modernization; casualty and care coordination; and traumatic brain injury and mental health care for our Wounded Warriors, Veterans and their families.

Lee most recently served as the Chief of Staff for the Department of Veterans Affairs (VA) Veterans Experience Office - enabling the VA to improve the customer and patient experience for Veterans, families, caregivers, and survivors. He led the program development of hardwiring customer and patient experience data and insights into strategy and decision-making to provide a proactive approach in delivering the highest quality experiences in care, benefits, and memorial services.
A native of Brooklyn, New York, Lee is a Navy Veteran, former Chief Hospital Corpsman, served in various operational capacities and expeditionary platforms providing care to Marines and Sailors in support of the wars in Iraq and Afghanistan.

Lee obtained his Bachelor's of Arts in Management from American Military University, and a Master’s of Science in Management from The Catholic University of America.

Lee is also an alumni of the Federal Executive Institute - Leadership for a Democratic Society.

Wendy Bhagat
Director, Product Marketing & Delivery Group, U.S. Department Of Education, Office Of Federal Student Aid

Wendy Bhagat is the Director of Awareness & Outreach Group at Federal Student Aid (FSA). Federal Student Aid provides more than $120 billion in grants, loans and work-study funds to students every year. Wendy leads a team of individuals dedicated to raising awareness about the availability of federal student aid and loan repayment options and engaging with FSA customers. The team also provides tools and resources for individuals and organizations assisting students and borrowers through the financial aid process. The Awareness & Outreach Group offers support and guidance through trainings, presentations, websites, social media, and email communications. Prior to her work at FSA, Wendy served as a Senior Vice-President at First Book, an international nonprofit. Wendy has a J.D. from Catholic University of America and a B.A. from the University of Virginia. With a child in college, Wendy has gone through the financial aid process as a parent!

Nina Bianchi
Solutions Principal, Public Sector

Nina is a Solutions Principal for Medallia's public sector practice. Prior to joining Medallia, she served as Chief of People and Culture at the U. S. Food and Drug Administration in partnership with the U. S. General Services Administration IT Modernization Centers of Excellence.

As a White House Presidential Innovation Fellow with the Biden Cancer Moonshot at the National Cancer Institute, she worked with diverse stakeholders to usher in the future of more collaborative work experiences to drive personalized patient experiences.

Nina works with tech and data leadership teams to prototype the future of employee experiences. As part of this transformation work, Nina coaches teams and leaders in building positive employee experience cultures. Great government experiences begin with improving the federal workforce's customer experience so that public servants can power the best services across the nation. Her philosophy is that digital transformation begins and ends with people.

Akash Bose
Consultant, XM Consulting and Data Science

Akash is a Consultant on Medallia's XM Consulting and Data Science team. He leads XM Analytics for Medallia's major Financial Services clients. With an extensive background in analytics, engineering, and consulting he brings a versatile skill set to the Insights team.

Akash holds an advanced degree in analytics with a specialization in advanced statistical modeling. Drawing on his expertise in statistics and interpretable machine learning, he uncovers meaningful stories from raw data to drive operational value.

Akash holds a MS in Business Analytics from The George Washington University and BS in Mechanical Engineering from Purdue University. He is based in New York City, NY.

Lou Carbone
Founder and Chief Experience Officer, Experience Engineering, Inc.

Lou Carbone is founder and CEO of Experience Engineering®, Inc., an experience management consulting firm, the first of its kind, based in Minneapolis, Minnesota.

Since the late 1980's, Carbone, actually referred to as the "father of Customer Experience Management," has been at the forefront of exploring and developing and creating cutting edge tools and experience management perspectives. He is globally recognized as a significant thought leader in the field as well as an experience management futurist continuously innovative, hands-on academic/practitioner.

He has written and co-authored numerous academic articles and wrote the book "Clued In: How to keep customers coming back, again and again," Published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Including a paper that was cited as the best paper by Sage Publications on Memorability of Experiences. Citations from those works in academic publications number in the thousands.

More than two decades has collaborated very often with Dr. Leonard Berry, of the Mays School at Texas A&M. Len co-authored the book Management Lessons from the Mayo Clinic with Dr. Kent Seltman, former Chair of Marketing at the Clinic and has been recognized for contributing more to academic literature than any other academic ever.

Lou originated the concept of Total Experience Management™ and a robust methodology called Experience Engineering®. He is the Vice Chair of the Board of Directors at Health Quality Partners and has served on the board of Fairview Physician’s Associate Network, as well as the Chairman of the Brown College Board of Trustees. Board Brown College Board Chair.

He has spoken across the Globe hundreds of times delivering Keynote addresses. Prior to founding Experience Engineering Lou was the Global Vice President of Marketing at National Car Rental during the innovative creation of the Paperless Rental Agreement, Emerald Club®, The Emerald Aisle where choose your vehicle. Which the entire industry has now mimicked by the industry decades later.

Lou was a senior executive with major advertising agencies in NYC, Detroit and Minneapolis and served as a Journalist in his early career.

Martha Dorris
Founder, Dorris Consulting International

Martha is currently the Founder of a consultancy that focuses on improving the lives of citizens through improved government services. Leveraging her knowledge of government and expertise in citizen services and customer experience, Dorris Consulting International (DCI) works with governments to improve the efficiency and effectiveness of government to deliver outstanding services to employees, citizens and businesses. To improve the sharing of best practices and assist in the creation of a customer/citizen-focused culture, Martha created the Service to the Citizen Awards that recognizes champions of change in service delivery. Martha is also the Founder of the Public Service Leadership Academy where she is providing leadership training and coaching to the next generation of leaders. Martha is currently part of the US Cyber Challenge Team to identify and train 10,000 of the next cybersecurity workforce.

During her 34 years at the US General Services Administration, she worked primarily in the areas of information technology acquisition, digital service delivery, intergovernmental solutions and citizen or customer experience. She worked in both the Federal Acquisition Service and the Office of Citizen Services and Innovative Technologies (OCSIT) (now the Technology Transformation Services). Martha has worked in category management, GWACs, cybersecurity, cloud solutions, digital services, customer or citizen experience and services.

Martha was instrumental in the creation of numerous forums to share knowledge and best practices around the world. She represented the US in many of these forums. Through North American Day meetings annually, the US, Canada and Mexico shared knowledge, created networks of like-minded officials, and partnered in projects in data sharing for the past 15 years. For almost 10 years, the US, Canada, Australia, UK and New Zealand met quarterly to discuss issues of common interest or concern.

Martha was recognized for her work through numerous awards.

Crystal Philcox
Assistant Commissioner, Enterprise Strategy Management, Federal Acquisition Service, GSA

Crystal Philcox is the Assistant Commissioner for Enterprise Strategy Management in GSA’s Federal Acquisition Service (FAS), which provides buying platforms and acquisition services to Federal, DoD, State and Local governments for a broad range of items from office supplies to motor vehicles to information technology.

Josh Rose
Consultant, XM Consulting and Data Science

Josh is a consultant on Medallia's XM Consulting and Data Science team, and has been with Medallia for nearly three years. Having spent time in Medallia's Professional Services organization, he specializes in combining technical knowledge of the Medallia software platform with the analytical approaches of the Insights team to unlock actionable insights and prove the value of customer experience.

Josh holds a BS in Economics and Psychology from Washington University in St. Louis, and is based in New York City.

Scott Weiss
Presidential Innovation Fellow

Organizational and Systems Designer, Strategist, University Lecturer, Storyteller, Design Thinker and Community Organizer focused on bringing innovative practices and creative partnerships to solve systemic social challenges.

Scott feels passionately about creating disproportionate positive impact and equity in society. The last 10 years of his work reflects that philosophy. He most recently co-led a social innovation and design consulting agency based in New York called Community by Design, that delivered human-centric concepts at the intersection of design thinking, civic innovation practices, and community organizing. Some of these projects included co-creating an interfaith institute at Harvard University focused on improving the public education system, devising a strategic plan with the City of New York that bridged the technology industry with underserved communities, and developing strategic programming within the United Nations on sustainable tourism practices.

Prior to that, Scott worked at the award-winning design agency IDEO as an organizational and experience designer. This work focused on helping organizations of all shapes, sizes and industries transform themselves into more human-centered, and design-led organizations. In addition, Scott collaborated with senior IDEO leadership on cross-industry, systems-level work that re-imagined aging, dying, and modern religion in American society.

In his spare time, Scott guest lectures at NYU and Parsons on topics such as: Design Thinking for Social Impact, Design Research, and Storytelling.