Opinion: Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)

“I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks. I reached out for an interview because I wanted to share with a broader audience his thoughts on what it’s like to drive change within a massive organization, what’s at stake, and what success at the VA might mean for government services in broader terms.”

“A Navy Veteran with a background in medical care and case management, Lee is one of the architects behind a turnaround at the VA, and he believes the same solid customer experience (CX) principles they have implemented there can transform the way other federal agencies work, too…”

“According to Lee, “by using CX data and insights to improve service recovery, performance, and overall outcomes for our Veterans. An intentional approach is key – you need solid fundamentals and deliberate effort. Customer service is transactional excellence, but customer experience is relationship excellence…” Read the full article here.

Source: Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA) – By Jim Tincher, January 7, 2020. LinkedIn.

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