VA\u2019s third annual Customer Experience (CX) Symposium, held Sept. 16-18, 2024, brought together more than 1,850 industry experts and leaders nationwide. The event focused on how VA is earning Veterans\u2019 trust by enhancing the employee experience through leveraging data, tools, technology and engagement.<\/p>\n
The symposium was presented in partnership with the Office of Healthcare Innovation and Learning, the Veterans Health Administration, the Veterans Benefits Administration, the National Cemetery Administration, the Board of Veterans\u2019 Appeals, VA staff offices and Vet Centers.<\/p>\n
The symposium began with an in-person award ceremony on September 16, followed by a virtual learning series over the following two days.<\/p>\n
VA\u2019s CX theme for 2024, \u201cOwn Your Moment \u2013 Every Interaction, Every Time,\u201d emphasizes the importance of applying the Own the Moment principles in every interaction, whether with customers or employees.<\/p>\n
VA Deputy Secretary Tanya Bradsher and senior VA leaders recognized employees, volunteers and facilities for embodying \u201cOwn Your Moment\u201d in customer experience, employee experience and trust.<\/p>\n
Each award recognizes VA employees, volunteers and facilities for their hard work and dedication to providing an exceptional customer experience. Congratulations to the following award winners. The complete list of CX award winners can be found at CX Symposium 2024 Award Winners.<\/a><\/p>\n Secretary\u2019s Honor Award for I CARE<\/p>\n Learn more about VA\u2019s I CARE Award program and nominate VA employees at\u00a0https:\/\/department.va.gov\/icare\/.<\/p>\n The CX Innovation Award recognizes employees for their innovation and enhancement of the delivery of experiences above expectations. Visit\u00a0CX Symposium 2024 Award Winners<\/a>\u00a0for the complete list of winners.<\/p>\n The Exceptional Experience awards span several categories, including Best Experience, Most Improved and Service Recovery. Visit\u00a0CX Symposium 2024 Award Winners\u00a0<\/a>for the complete list of winners.<\/p>\n\n
Volunteer of the Year<\/h2>\n
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Own the Moment<\/h2>\n
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Red Coat Ambassador of the Year<\/h2>\n
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CX Innovation Awards<\/h2>\n
Exceptional Experience<\/h2>\n
Veterans Health Administration<\/h2>\n
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Veterans Benefits Administration<\/h2>\n
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Vet Center<\/h2>\n
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National Cemetery Administration<\/h2>\n
![<\/a>Maureen Elias, senior advisor for the Veterans Benefits Administration, is named the 2024 VA Secretary Honor Award for I CARE.\u00a0\u00a0Pictured left to right: Tanya Bradsher, VA Deputy Secretary; Elias; Joshua Jacobs, Under Secretary for Benefits; and Barbara Morton, acting Chief Experience Officer for VA.<\/figcaption><\/figure>\n<\/div>\nCX Symposium 2024 Award winners<\/h2>\nEach award recognizes VA employees, volunteers and facilities for their hard work and dedication to providing an exceptional customer experience. Congratulations to the following award winners. The complete list of CX award winners can be found at CX Symposium 2024 Award Winners.<\/a><\/p>\nSecretary\u2019s Honor Award for I CARE<\/p>\n\nDaryl Ferguson and Joshua Anderson, Environment Management Service Team, VA Pittsburgh Healthcare System, Pittsburgh, PA<\/a>.<\/li>\nSharon Ford, group practice manager, VA Phoenix Health Care System, Phoenix, AZ<\/a>.<\/li>\nBarbara Forsha, executive director, VA Clarksburg Healthcare System, Clarksburg, WV<\/a>.<\/li>\nJohn Jones, veterans law judge,\u00a0Board of Veterans Appeals<\/a>.<\/li>\nMaureen Elias, senior advisor for benefits,\u00a0Veterans Benefits Administration<\/a>.<\/li>\nKimberly Harvey, Winnie Binyam, Kendrick Rutland, Jean Kim and Luis Ramirez, Workers Compensation Team, National Cemetery Administration<\/a>.<\/li>\nMerissa Larson, executive director of Compliance, Risk, and Remediation,\u00a0Office of Information and Technology<\/a>.<\/li>\n<\/ul>\nLearn more about VA\u2019s I CARE Award program and nominate VA employees at\u00a0https:\/\/department.va.gov\/icare\/.<\/p>\nVolunteer of the Year<\/h2>\n\nJack Ford, North Las Vegas VA Medical Center, Las Vegas, NV<\/a>.<\/li>\n<\/ul>\nOwn the Moment<\/h2>\n\nPhilip Black, Dr. Earl R. Parson, Jennifer White, Todd Musial, Linda Kraber, Scott Ambs, Daniel Beaufort, Thomas Whitney and Natalie Fish, Veterans Service Center, Togus VA Regional Benefit Office, Augusta ME<\/a>.<\/li>\nEric Crawford, Great Lakes National Cemetery, Holly, MI<\/a>.<\/li>\nJennifer Cheney, Oscar G. Johnson VA Medical Center, Iron Mountain, MI<\/a>.<\/li>\nCharles \u201cSkip\u201d Williamson, Readjustment Counseling Service, North Atlantic District 1<\/a>.<\/li>\nChet Frith, Office of Information and Technology<\/a>.<\/li>\n<\/ul>\nRed Coat Ambassador of the Year<\/h2>\n\nJena \u201cJingles\u201d Copher, Marion VA Medical Center, Marion, IL<\/a>.<\/li>\nJeff Chambers, Houston West Vet Center, Houston, TX<\/a>.<\/li>\n<\/ul>\nCX Innovation Awards<\/h2>\nThe CX Innovation Award recognizes employees for their innovation and enhancement of the delivery of experiences above expectations. Visit\u00a0CX Symposium 2024 Award Winners<\/a>\u00a0for the complete list of winners.<\/p>\nExceptional Experience<\/h2>\nThe Exceptional Experience awards span several categories, including Best Experience, Most Improved and Service Recovery. Visit\u00a0CX Symposium 2024 Award Winners\u00a0<\/a>for the complete list of winners.<\/p>\nVeterans Health Administration<\/h2>\n\nBest Overall Experience \u2013\u00a0VA Asheville Healthcare System, Asheville, NC<\/a>.<\/li>\nBest Experience Facility Complexity Level 1 \u2013\u00a0VA Lebanon Healthcare System, Lebanon, PA<\/a>.<\/li>\nBest Experience Facility Complexity Level 2 \u2013\u00a0VA Texas Valley Coastal Bend Healthcare System, Harlingen, TX<\/a>.<\/li>\nBest Experience Facility Complexity Level 3 \u2013\u00a0VA Altoona Healthcare System, Altoona, PA<\/a>.<\/li>\nMost Improved Inpatient Experience \u2013\u00a0VA Dublin Healthcare System, Dublin, GA<\/a>.<\/li>\nMost Improved Outpatient Experience \u2013\u00a0VA Bedford Healthcare System, Bedford, MA<\/a>.<\/li>\n<\/ul>\nVeterans Benefits Administration<\/h2>\n\nCX Inspirational Contact Center Award \u2013 Cleveland National Call Center, Cleveland Regional Office, Cleveland, OH<\/a>.<\/li>\nCX PACT Act Impact Award \u2013 Nashville Regional Office, Nashville, TN<\/a>.<\/li>\n<\/ul>\nVet Center<\/h2>\n\nExcellence in Customer Experience \u2013\u00a0Cincinnati Vet Center, Cincinnati, OH<\/a>.<\/li>\n<\/ul>\nNational Cemetery Administration<\/h2>\n\nHighest Performing National Cemetery \u2013\u00a0Abraham Lincoln National Cemetery, Elwood, IL<\/a>.<\/li>\n<\/ul>\nFor more information on VA Customer Experience or the VA Veterans Experience Office, visit\u00a0https:\/\/department.va.gov\/veterans-experience.<\/p>\n","protected":false},"excerpt":{"rendered":"VA\u2019s third annual Customer Experience (CX) Symposium, held Sept. 16-18, 2024, brought together more than 1,850 industry experts and leaders nationwide. The event focused on how VA is earning Veterans\u2019 trust by enhancing the employee experience through leveraging data, tools, technology and engagement. The symposium was presented in partnership with the Office of Healthcare Innovation […]<\/p>\n","protected":false},"author":8,"featured_media":293061,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[721,722,51],"tags":[],"class_list":["post-293059","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-cx-symposium","category-vets-experience"],"_links":{"self":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/293059","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=293059"}],"version-history":[{"count":3,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/293059\/revisions"}],"predecessor-version":[{"id":293067,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/293059\/revisions\/293067"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/media\/293061"}],"wp:attachment":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=293059"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=293059"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=293059"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}](\"https:\/\/adn.monetizemail.com\/wp-content\/uploads\/2024\/10\/CX-Awards-4.jpg\"){kind=link}