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VA is building a world class customer experience

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. ....

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RallyPoint members pay tribute to Veterans during the pandemic

VAntage Point
RallyPoint members pay tribute to Veterans during the pandemic
“Rest assured your folks graves were visited this year”
We knew the coronavirus pandemic would make holiday travel difficult and impact the seasonal tradition of loved ones visiting the graves of Veterans.
So, when VA’s Veterans Experience Office and National Cemetery Administration proposed the idea of having RallyPoint members pay tribute to make the trip to nearby gravesites of fellow Veterans instead, we thought this could help make a true difference in a few dozen Veteran family members’ lives.
Then it caught on like wildfire. From Nashville to the Netherlands and points in between, the RallyPoint community’s response to this call to action has been overwhelming – and inspiring. ....

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VA creates government's first-ever employee experience journey map

VA creates government's first-ever employee experience journey map
va.gov - get the latest breaking news, showbiz & celebrity photos, sport news & rumours, viral videos and top stories from va.gov Daily Mail and Mail on Sunday newspapers.

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