MeriTalk: VA Piloting Courses for its New Customer Experience Institute

The Department of Veterans Affairs (VA) is currently piloting customer experience (CX) courses within its agency for its new Customer Experience Institute (CXi), a VA official said at a June 22 FCW and Carahsoft event…

“We’re a relatively small shop in the VA obviously, a couple 100 people,” [Barbara Morton, deputy chief veterans experience officer at the Veterans Experience Office (VEO)] said of the VEO. “In CX world, we’re kind of a large shop, but what we want to do is we want to be able to scale the practice of human-centered design, not just knowing it, but practicing it and operationalizing it.”

“So, we’re creating what’s called the VA Customer Experience Institute,” she continued. “We’re piloting some courses right now to be able to teach our brothers and sisters in VA – and hopefully someday outside of VA as well – how to practice human-centered design to solve problems at a local level.” … Read the full article here.



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