Government Empowered 2019: Navigating the CX Journey

The path to innovative, outcome-focused Customer Relationship Management (CRM) and digital process automation is both a challenging and exciting journey. Agencies know they must ensure superior customer experience (CX), but how do you ensure you don’t lose sight of the employee experience (EX) and avoid rework down the road? The U.S. Department of Veterans Affairs Financial Services Center is on the journey of transforming customer service and delivering outcomes faster in support of VA’s mission. In this keynote, Anna Rigney, Director, Customer Experience for the VA Financial Services Center, will discuss how the project has closed the CX/EX divide and transformed their customer service strategy, processes, and people to ensure continuous innovation and improved veteran outcomes.