Choctaw Nation partnered with Medallia to create an experience management platform for its tribal community. The system covers more than 200 programs serving over 230,000 members and 13,000 associates.
Medallia Experience Cloud now operates across health clinics, wellness centres, and hospitality venues throughout the tribal organisation. The partnership focuses on gathering real-time feedback from multiple touchpoints.
Demetrice Allen serves as Senior Director of Operational Excellence at Choctaw. She oversees the implementation across all participating departments. The platform represents one of the Nation’s largest technology initiatives focused on member experience.
Why Real-Time Data Changes Service Delivery
The traditional approach meant waiting weeks or months to understand member satisfaction. Now the Nation can act on feedback immediately as it comes in.
This matters because Choctaw operates diverse services – from healthcare to cultural preservation. Each area needs different responses, but all rely on understanding what members actually need.
The system lets staff see patterns quickly. If multiple members mention the same issue at a health clinic, administrators know within days instead of quarters. That speed helps prevent small problems from becoming bigger ones.
And there’s a cultural component. The Nation wanted technology that supports tribal values rather than overriding them. Getting feedback right helps maintain that balance between innovation and tradition.
Allen emphasized the importance of “embedding a listening structure” across departments. This approach allows staff to take real-time action, recognise strong performance, and strengthen connections to the community.
What Changed After Implementation
The Choctaw Cultural Center brought back menu items based on guest comments. Both satisfaction and sales increased after these changes.
The wellness program saw its Net Promoter Score jump from 95.2 to 97.1. Overall satisfaction climbed from 90.2 to 94 – meaningful gains for a program already performing well.
Staff recognition improved too. Allen noted the system helps identify “great work” happening across departments. That wasn’t easy to track systematically before.
The platform now coordinates operations across healthcare, cultural programs, and recreational services. Data flows between these previously separate areas, creating a more unified view of member experience.
How Operations Adapt Without Losing Identity
Medallia’s analytics help coordinate services, but Choctaw officials stress they’re not chasing efficiency for its own sake. The goal is strengthening community relationships through better service.
The Nation focuses on using technology to support continuity in tribal operations. Feedback-based improvements can’t compromise cultural authenticity or tradition – that remains non-negotiable.
So far, the approach seems to work. Members report better experiences while cultural programs maintain their distinct character. The system provides evidence for decisions that once relied mainly on instinct. But the Nation still prioritises what fits its community over what purely optimises metrics.
