The Medallia guide emphasizes that rebuilding public trust in government starts with improving both customer and employee experiences. It highlights how trust is essential for effective governance, yet remains historically low. Agencies like the VA have shown that adopting a customer-centric approach, supported by digital feedback systems and employee empowerment, can lead to transformative results. The guide outlines best practices such as linking feedback systems, establishing clear CX metrics, engaging leadership, and fostering cultural change. With intentional design and sustained leadership buy-in, agencies can earn trust one action at a time.

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