The U.S. Department of Veterans Affairs (VA) created its Veterans Experience Office (VEO) in 2015 with the goal of integrating a customer experience (CX) approach to veteran care, benefit, and service delivery. Since the office’s launch, VA has measured that veteran trust in the department has grown from 55% to 80%. Because of VEO’s collaboration with VA's administrations, veterans have been able to more easily navigate VA websites, have more streamlined and empathy-driven medical care, and more. Denise Kitts, VEO’s enterprise measurement and design executive director, helped stand up VEO and has been a key player in improving how veterans, their families, and their caregivers interact with VA. She joins us in this episode to learn how CX has transformed the way veterans can get the service they need from VA and the role CX plays in building trust with veterans.
Denise Kitts is the VA VEO executive director of Enterprise Measurement and Design. She rejoined VEO in 2022 after helping establish the office in 2015. She is responsible for the VA Qualitative and Quantitative Data Strategy and for deploying VA’s Trust Survey, along with other operational and program-level surveys. She was chief data technology officer for the chief technology officer prior to rejoining VEO.
More Links and Information
Check out more Fors Marsh Media
Connect or partner with Fors Marsh
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
My Favorite Murder with Karen Kilgariff and Georgia Hardstark
My Favorite Murder is a true crime comedy podcast hosted by Karen Kilgariff and Georgia Hardstark. Each week, Karen and Georgia share compelling true crimes and hometown stories from friends and listeners. Since MFM launched in January of 2016, Karen and Georgia have shared their lifelong interest in true crime and have covered stories of infamous serial killers like the Night Stalker, mysterious cold cases, captivating cults, incredible survivor stories and important events from history like the Tulsa race massacre of 1921. My Favorite Murder is part of the Exactly Right podcast network that provides a platform for bold, creative voices to bring to life provocative, entertaining and relatable stories for audiences everywhere. The Exactly Right roster of podcasts covers a variety of topics including historic true crime, comedic interviews and news, science, pop culture and more. Podcasts on the network include Buried Bones with Kate Winkler Dawson and Paul Holes, That's Messed Up: An SVU Podcast, This Podcast Will Kill You, Bananas and more.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.