VA\u2019s second annual Customer Experience (CX) Symposium, held Sept. 13-14, 2023, brought together more than 2,500 industry experts and leaders nationwide. They exchanged best CX practices and tools, and shared success stories and lessons learned from implementing CX practices featured at last year\u2019s symposium.<\/p>\n
\u201cIt Starts with Me,\u201d VA\u2019s theme for 2023, emphasizes the critical nature of every VA employee\u2019s efforts and personal, individual responsibility to build trusted, lifelong relationships with those we serve.<\/p>\n
VA Secretary Dennis McDonough and senior VA leaders recognized employees, volunteers and facilities for embodying \u201cIt Starts with Me\u201d in customer experience, employee experience and trust.<\/p>\n
Each award recognized VA employees, volunteers and facilities for their hard work and dedication to providing an exceptional customer experience. We congratulate the following award winners. Please find the complete list of CX award winners at\u00a0CX Symposium 2023 Award Winners.<\/a><\/p>\n Learn more about VA\u2019s I CARE Award program and nominate VA employees at\u00a0https:\/\/www.va.gov\/icare\/in-action<\/a>.\u00a0<\/p>\n The CX Innovation Award recognizes employees for their innovation and enhancement of the delivery of experiences above expectations. Visit CX Symposium 2023 Award Winners<\/a> for 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 2023 Award Winners<\/a>\u00a0for the complete list of winners.<\/p>\nSecretary\u2019s Honor Award for ICARE<\/h3>\n
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Volunteer of the Year<\/h3>\n
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Own the Moment<\/h3>\n
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Red Coat Ambassador of the Year<\/h3>\n
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CX Innovation Awards<\/h3>\n
Exceptional Experience<\/h2>\n
Veterans Health Administration<\/h3>\n
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Veterans Benefits Administration<\/h3>\n
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Vet Center<\/h3>\n
![<\/a>The Secretary\u2019s Honor Award for ICARE was presented to the Board of Veterans\u2019 Appeals Inbound Operations Branch Paper File Team. Kenneth Arnold, vice chairman of the Board of Veterans\u2019 Appeals, and John Boerstler, chief Veterans Experience Officer, presented the award to Lashuna Cooper, who accepted on behalf of the team. (Photo by Eugene Russell, VA Media Relations)<\/figcaption><\/figure>\n<\/div>\nCX Symposium 2023 Award Winners<\/h2>\nEach award recognized VA employees, volunteers and facilities for their hard work and dedication to providing an exceptional customer experience. We congratulate the following award winners. Please find the complete list of CX award winners at\u00a0CX Symposium 2023 Award Winners.<\/a><\/p>\nSecretary\u2019s Honor Award for ICARE<\/h3>\n\nInbound Operations Branch at the Board on the Paper File Team: Addie Sereal, Alexis Harton, Charde Pollitt, Charles Storks, Cyrus Leland, Ernest Asante, Jonathan Bland, Lashuna Cooper, Mardo Nunez, Regina (Lisa) Kirk, Terri Henderson, Terrell Williams and Ytica Mondor, Board of Veterans Appeals<\/a><\/li>\nShawn Buermann, account manager, Veterans Benefits Administration<\/a><\/li>\nDr. Joel Elzweig, section chief of Hospital Medicine;\u00a0Anita (Nicki) Escott, physician assistant, Intensive Care Unit and Interventional Radiology; and Justin Joslin, registered nurse, VA White River Junction Health Care System<\/a><\/li>\nAdministration and Interment Staff: Andrew Line, Craig Arsell, Carlos Candelario, David Childers, Francisco Jimenez, Insu Paek, Jonathan Ramirez Colato, Keith Allen, Keya Causey, Kyle Shook, Michaelangelo Maamo, Maria Ramirez, Miguel Rodriguez, Michael Serrano, Oliver Villalobos, Reginald Flexen, Robert Mandeville, Sadera Arrington, Steven Lopez, Terrance Grayson, William Stewart and Adolpho Angulo, Riverside National Cemetery, Riverside, CA<\/a><\/li>\nCordell Smith, deputy director of Acquisition Policy, VA\u2019s Office of Small and Disadvantaged Business Utilization<\/a><\/li>\nNathan W. Tierney, deputy chief information officer and chief people officer, Office of Information and Technology<\/a><\/li>\n<\/ul>\nLearn more about VA\u2019s I CARE Award program and nominate VA employees at\u00a0https:\/\/www.va.gov\/icare\/in-action<\/a>.\u00a0<\/p>\nVolunteer of the Year<\/h3>\n\nBarbara Brown, Louis A. Johnson VA Medical Center<\/a><\/li>\n<\/ul>\nOwn the Moment<\/h3>\n\nBill Barksdale, VBA Roanoke Regional Office<\/a><\/li>\nRobert Belcher, Massachusetts National Cemetery<\/a><\/li>\nSal Ambriz, Board of Veterans Appeals<\/a><\/li>\nMark Davis and Colleen Drake, Buffalo, New York Vet Center<\/a><\/li>\nDr. Erika Knox, Alvin C. York VA Medical Center, Murfreesboro, Tennessee<\/a><\/li>\n<\/ul>\nRed Coat Ambassador of the Year<\/h3>\n\nWitt Cook, Nashville, Tennessee Vet Center<\/a><\/li>\nStephen Hood, Martinsburg VA Medical Center, Martinsburg, West Virginia<\/a><\/li>\n<\/ul>\nCX Innovation Awards<\/h3>\nThe CX Innovation Award recognizes employees for their innovation and enhancement of the delivery of experiences above expectations. Visit CX Symposium 2023 Award Winners<\/a> for 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 2023 Award Winners<\/a>\u00a0for the complete list of winners.<\/p>\nVeterans Health Administration<\/h3>\n\nBest Overall Experience \u2013 Oscar G. Johnson VA Medical Center, Iron Mountain, Michigan<\/a><\/li>\nBest Experience Facility Complexity Level 1 \u2013 Charles George VA Medical Center, Asheville, North Carolina<\/a><\/li>\nBest Experience Facility Complexity Level 2 \u2013 Lebanon VA Medical Center, Lebanon, Pennsylvania<\/a><\/li>\nBest Experience Facility Complexity Level 3 \u2013 Erie VA Medical Center, Erie, Pennsylvania<\/a><\/li>\nMost Improved Inpatient Experience \u2013 Mann-Grandstaff VA Medical Center, Spokane, Washington<\/a><\/li>\nMost Improved Outpatient Experience \u2013 W.G. (Bill) Hefner Salisbury Medical Center, Salisbury, North Carolina<\/a><\/li>\n<\/ul>\nVeterans Benefits Administration<\/h3>\n\nBest VBA Customer Experience \u2013 Office of Administrative Review<\/a><\/li>\n<\/ul>\nVet Center<\/h3>\n\nExcellence in Customer Experience \u2013 Lexington Vet Center, Lexington, Kentucky<\/a><\/li>\n<\/ul>\nNational Cemetery Administration<\/h3>\n\nHighest Performing National Cemetery \u2013 Fayetteville National Cemetery, Fayetteville, Arkansas<\/a><\/li>\n<\/ul>\nFor more information on VA Customer Experience or the VA Veterans Experience Office, visit https:\/\/department.va.gov\/veterans-experience<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"VA\u2019s second annual Customer Experience (CX) Symposium, held Sept. 13-14, 2023, brought together more than 2,500 industry experts and leaders nationwide. They exchanged best CX practices and tools, and shared success stories and lessons learned from implementing CX practices featured at last year\u2019s symposium. \u201cIt Starts with Me,\u201d VA\u2019s theme for 2023, emphasizes the critical […]<\/p>\n","protected":false},"author":8,"featured_media":30712,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[720,721,722,672,51],"tags":[],"class_list":["post-30710","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-awards","category-customer-experience","category-cx-symposium","category-general","category-vets-experience"],"_links":{"self":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/30710","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=30710"}],"version-history":[{"count":3,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/30710\/revisions"}],"predecessor-version":[{"id":30718,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/posts\/30710\/revisions\/30718"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=\/wp\/v2\/media\/30712"}],"wp:attachment":[{"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=30710"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=30710"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/adn.monetizemail.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=30710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}](\"https:\/\/adn.monetizemail.com\/wp-content\/uploads\/2023\/10\/2023-CX-Symposium-Blog-Feature_resized-4.jpg\"){kind=link}