Ten years ago, when the Department of Veterans Affairs (VA) became one of the first agencies to elevate customer experience (CX) to top priority, leaders created a path toward better serving veterans and their families through improved communications, easier access to information and a focus on restoring veterans’ trust in the agency.
In doing so, it also created a path for other agencies to improve the experiences of their own customers.
This new guide highlights in detail 10 key lessons that continue to drive the continued evolution of integration, measurement and improvement of CX measures at VA and across government.
