Customer Experience Leadership in the Department of Veterans Affairs

How do you build a new customer-focused initiative within an established public sector? Barbara C. Morton, who joined the Department of Veterans Affairs in 2016, was brought on board to be the organization's first-ever Deputy Chief Veterans Experience Officer and has been working diligently to bring a human-centered-design approach to her CX strategy. She shares how her vision in creating a veterans-focused experience has helped improve client relationships and satisfaction.