EP 11 - Barbara Morton: CX Lessons Learned from the VA’s Veterans Experience Office

In this episode of The CX Tipping Point™ Podcast, Martha Dorris spoke with Barbara Morton, the Deputy Chief Veteran Experience Officer at the Department of Veterans Affairs (VA). Barbara C. Morton has served as the Deputy Chief Veteran Experience Officer at the VA since July 2016 after serving in the VA Board of Veterans’ Appeals. Learn how she is building a lasting customer experience capability at the VA and sharing best practices across other federal agencies.  Barbara’s passion and persistence for driving customer experience as a core business discipline at VA began earlier in her career at VA while serving Veterans, their families, care givers and survivors at the Board of Veterans’ Appeals. She experienced first-hand the opportunity VA public servants have to make the often-times difficult or confusing interactions with VA more positive for Veterans and their supporters. Years later, when the opportunity arose to serve the cause of improving the experience for Veterans and their supporters in the newly created VEO, she took it.The VA has become a leader in implementing customer experience (CX) in the federal government, to include focusing on both the veterans, care givers, families and survivors but also employees as well. Barbara was the Government Executive of the Year for the 2021 Service to the Citizen Awards to recognize her accomplishments in building the capacity at the VA and her support for other customer-focused efforts across the government.  Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners!Stay Connected:Follow us on social media:LinkedIn: @DorrisConsultingInternationalTwitter: @DorrisConsultngFacebook: @DCInternationalResources Mentioned:Citizen Services Newsletter2024 Service to the Citizen Awards Nomination Form