CX as Your Sacred Duty with John Boerstler, CXO at the U.S. Department of Veterans’ Affairs

Episode notes

This episode features an interview with John Boerstler, Chief Experience Officer at the U.S. Department of Veterans’ Affairs. In this episode, John talks about improving trust ratings, journey mapping, and reaching underserved communities. Quotes “If we're going to create this world-class customer experience for our veterans and their families, caregivers, and survivors, then we also have to make sure that we provide a world-class employee experience for 400,000 men and women that serve here in the VA everyday.” “If we think just not only along the lines of age, race and ethnicity, sexual orientation, gender identity, and gender in general, we have to design for all of these different customer types to ensure that some of the most underserved veterans and their families are out or are engaged and retained as customers and that they choose VA for their care and benefits so that we can fulfill our sacred oath and our commitment to them.” “The United States military creates the largest number of displaced workers every year. 250,000 young men and women leave active service.

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