Mike Maiorana has spent the better part of a lifetime in work that requires understanding how humans experience technology interactions.
After more than 30 years filling increasingly senior roles in sales and customer experience at Verizon and nearly two years serving the public sector at content generator Persado, Maiorana joined the ranks of enterprise experience leader Medallia, where he is vice president of public sector-citizen and employee experience.
“As senior vice president of public sector at Verizon, I relied on Medallia’s platform to stay informed of customer sentiment and relationship status, as well as identifying opportunities to improve our service delivery and support,” he said. “When I learned of the opportunity to lead public sector at Medallia, it aligned well with my personal commitment for supporting the public sector mission, so I jumped at the opportunity to join this successful team.”
Described as the “No. 1 enterprise experience platform for mission critical insights and action,” Medallia offers a suite of solutions aimed at providing data around customer and employee experiences to inform decisions. The company has grown since its inception in 2014 to more than 3,000 employees and a long list of customers that includes household names like Airbnb, Benefit Cosmetics and Del Taco.
But Medallia also serves the government ⏤ an area in which Maiorana experienced one of the most successful stints of his career leading a public sector team through rapid growth at Verizon beginning in 2003 when asked to build, launch and spearhead the new organization.
All this was done “from scratch, from securing our first GSA MAS to earning new business with government agencies,” he recalled. “Verizon Wireless is now the leading wireless provider to the federal government.”
Serving the Public
In 2013, Maiorana became senior vice president of public sector for Verizon Enterprise, which covered all wireline and wireless services enabled for the government segment. He then grew the business to top 20 status on the Washington Technology Top 100 and secured a prized spot on the new EIS contract.
Placing customer needs first and investing in internal teams and partner relationships was a foundation for success, Maiorana said.
“Federal agencies work best with people and companies that they trust, that they have a proven track record of meeting commitments and have referenceable architecture that can benefit similarly situated agencies,” he said.
Today, his renewed focus on the public sector through Medallia comes at a time when the government is emphasizing better citizen experiences ⏤ especially access to government services through digital means ⏤ and as thought leaders are suggesting better citizen experiences begin with first prioritizing the experiences of the federal employees who serve the public.
As the President’s Management Agenda includes goals around strengthening and empowering the federal workforce, Maiorana is focused on elevating customer and employee experience priorities to help improve agency performance and operational efficiency.
Building Trust Through Transparency
Maiorana said he is especially excited about Medallia’s proven record of helping high-impact service providers improve constituent trust, customer experience and employee experience. And the company now has a FedRAMP High authorization, clearing the way for partnerships with clients with stringent security requirements.
Maiorana said he has always admired the company’s impact through real-time, action-oriented data that affects both customer and employee experience. He is excited about “the dedicated and committed team of Medallia professionals working hard to support our customers and partners.”
With customer experience and employee experience, improving trust through transparent operations is imperative, Maiorana said. It instills confidence, improves compliance and focuses on learning from every citizen and employee interaction. It also directly impacts agency mission performance and reduces operational costs and overall IT investments, he said.
“Medallia comes with the highest levels of security, via a unified platform that allows for seamless integration and automation ⏤ at scale,” Maiorana said.
Employee experience can be improved in areas ranging from recruiting to onboarding new hires
to enrolling in benefits to training and development. And all of it can relate back not only to
employees’ experiences, but also to their retention.
Looking Forward
In 2023, Maiorana and his team are working with Medallia’s partner ecosystem to bring about meaningful solutions for clients. They’re investing in and developing a cross-functional Medallia Public Sector team to elevate client relationships to “trusted advisor” status.
“I’m committed to serving those that serve,” he said.
Maiorana holds a top secret security clearance from the Defense Department. He earned an MBA in finance from Montclair State University and a bachelor’s degree in marketing from Rutgers University.
In his spare time, Maiorana enjoys spending time with his wife and three teenage children. He enjoys watching his daughters play softball and volleyball and also enjoys spending his own time in daily workouts and weekly tennis sessions. He loves listening to Foo Fighters, the Eagles and Bruce Springsteen.