Tag: Customer Experience (CX)

Leveraging the TMF to improve customer experience for VA and others

"Government’s interaction with members of the public occurs throughout a person’s life. By focused attention on delivering a great experience for customers – a...

Federal News Network: VA sees trust improve by 24% in five...

"Trust in the Department of Veterans Affairs among veterans is up 24% since 2016, when the agency, still reeling from a highly publicized wait...

GovernmentCIO: Agile, Data Are Boosting Customer Experience at CMS

"The Centers for Medicare and Medicaid is looking to develop an omni-channel customer experience through its eMedicare initiative, and it’s using Agile processes and...

GovernmentCIO Newscast: Listen: How Modernized Tech Led to Faster Veteran Benefits...

"Despite the disruptions of the pandemic, processing claims and delivering benefits to veterans increased over the past year. Acting Under Secretary Thomas Murphy discusses...

GovernmentCIO: VA Expands Digital Veterans Legacy Memorial Features

"New features within the Department of Veterans Affairs’ Veterans Legacy Memorial (VLM) platform give families of veterans additional ways to honor those interred in...

VA CX Expert Says Employee Experience Just as Important to Success

"Ensuring customers are happy is important, but Federal customer experience (CX) experts believe ensuring employees are happy is equally important. Federal experts say the...

Press Release: HighPoint Adds CX Leader to Accelerate Federal Contact Center...

“HighPoint, a provider of IT and customer experience services for government agencies, welcomes Stacey Au, Customer Experience (CX) Program Manager, to drive CX transformation....

VAntage Point: Virtual Veterans Experience Action Centers helps thousands

"Virtual Veterans Experience Action Centers, or V-VEACs, continue to improve outcomes for Veterans, family members, caregivers and survivors across the nation. The program was...

GovernmentCIO Newscast: Listen: Human-Centered Design Drives Veteran Experience Strategies

"An attorney by trade who saw opportunity to improve the lives of veterans nationwide, Veterans Experience Office's Barbara Morton applies human touches to all...

Nextgov: VA Launches New Platform to Send Veterans Personalized Notifications

"The Veterans Affairs Department recently deployed a modern, centralized mechanism for digitally delivering timely updates to those it serves: VANotify." "Before it, snail mail was...