“Our Nation has entrusted VA to honor the promise we give all those who serve in uniform: to care for those who have borne the battle. To do that, VA has to build a world class customer experience. We know this because Veterans today look much different than those of my grandfather’s generation. And the Veterans I served alongside in Iraq as a Marine Corps non-commissioned officer and those I worked with in my home state of Texas come from diverse backgrounds, families, and have unique needs.”
“That’s why I’m honored to join VA’s Veterans Experience Office (VEO) as the new Chief Veterans Experience Officer (CXO). This team is charged with understanding the experiences of all those who served in uniform, and are served by VA. We’re going to use those insights to improve customer experience (CX) through all channels and use interactions based on the Human-Centered Design (HCD) fundamentals.”
“With these, VA will build a world-class customer experience by keeping Veterans, their families, caregivers and survivors at the center of everything we do. Their experience is paramount.”
“We will work for Secretary McDonough’s two goals to ‘increase access and increase outcomes’ for the Veterans we serve, and I am honored to work with VA leadership and the VEO team to help accomplish the following three (3) strategic CX priorities:
- Improve our understanding of how COVID-19 has impacted our Veterans and VA employees in order to improve CX and employee experience (EX) across all VA program areas. Measuring CX as it relates to Veterans’ trust and trust in accessing VA care (in-person, telehealth, vaccinations) at VA facilities across the country will be a top priority. VA must also understand the impact of long shifts and telework on VA employees so we can learn, design and improve CX and EX in tandem.
- Improving access to VA’s resources with equity starts with listening to the voice of the Veteran community. Our women, LGBTQ+, Native, rural and other minority Veterans require different approaches with outreach, care and service. That’s how we build trust with our Veterans, by listening and then designing tailored customer experiences and empowering VA’s public servants to meet their individual needs.
- Collaborate with our adjacent federal, state and local government agencies and nonprofit organizations to share CX and EX best design and implementation practices through VA’s Customer Experience Institute (CXi). Then we’ll collectively increase access and outcomes for Veterans and their families…” Read the full article here.
Source: New Chief Veterans Experience Officer: VA is building a world class customer experience – By John Boerstler, March 2, 2021. VAntage Point.
