The Department of Defense (DoD), along with various military services, is setting significant initiatives in motion to enhance the customer experience (CX) for its service members. The focus on CX underscores a strategic shift towards adopting more user-friendly processes, especially in human resources and recruitment areas. Among the key voices in this transformative journey are Col. Kris Staling from the Army Recruiting Agency, Jennifer Lock from the Army HR Command, and Curtis Pelzer from the Office of Naval Research. Their insights, coupled with contributions from former Air Force veteran Pamela Powers, now with Maximus, highlight the momentum growing around improving the CX for military personnel.
A central theme in the discussions led by Col. Staling, Lock, and Pelzer revolves around the potential for CX improvements to significantly impact recruitment and retention rates. Col. Staling emphasizes that making HR processes more accessible and responsive can streamline recruiting efforts, thus improving overall enlistment numbers. Lock adds that an improved user experience is crucial not only for attracting new recruits but also for ensuring that current service members find value and satisfaction in their careers. This emphasis on both recruitment and retention marks a vital shift towards a more holistic approach to human resource management within the military.
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The Department of Defense (DoD) and various military services are launching key initiatives to improve the customer experience (CX) for service members, reflecting a strategic shift towards more user-friendly processes in human resources and recruitment. Central to these efforts are Col. Kris Staling from the Army Recruiting Agency, Jennifer Lock from the Army HR Command, and Curtis Pelzer from the Office of Naval Research. Their insights, along with those from former Air Force veteran Pamela Powers, now with Maximus, highlight the growing focus on enhancing CX for military personnel.
Discussions led by Col. Staling, Lock, and Pelzer emphasize the significant impact of CX improvements on recruitment and retention. Col. Staling notes that more accessible and responsive HR processes can streamline recruiting efforts, boosting enlistment numbers. Lock underscores that an enhanced user experience is vital for attracting new recruits and ensuring current service members find value and satisfaction in their careers. This dual focus on recruitment and retention signals a crucial shift towards a more comprehensive approach to human resource management within the military.
