Marcy Jacobs

VA adds customer experience as one of its ‘core values’

by Tajha Chappellet-Lanier • 6 months ago

CX has been a priority for the department's digital services team, but now it's officially on the books as part of the VA's core "Values and Characteristics."

Customer experience is a whole-of-agency endeavor, leaders say

by Tajha Chappellet-Lanier • 6 months ago

But remember to "start with something."

VA celebrates early success metrics from the VA.gov relaunch

by Tajha Chappellet-Lanier • 9 months ago

The Digital Service team at the VA talks about what's coming next.

VA Digital Service unveils new VA.gov in time for Veterans Day

by Tajha Chappellet-Lanier • 1 year ago

All the tools on user-centered Vets.gov have been migrated to the agency's primary web address.

VA Digital Service leader Marcy Jacobs on building a more customer-focused VA

by Tajha Chappellet-Lanier • 1 year ago

"It has to be that everyone here [at the Department of Veterans Affairs] has that customer experience mindset."

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