Main Stage Handouts

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• CX Symposium Agenda
• Presenter Biographies

Breakout Session 1 Handouts

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• Head Chef? Recipes of cooking up a great CX Program. How do I select a CX Champion? - Action Plan
• Head Chef? Recipes of cooking up a great CX Program. How do I select a CX Champion? - Cookbook
• Engaging a Virtual Workforce
• Employee Whole Health: Promoting a Culture of Well-Being
• Overview of VA’s Journey to Become a High Reliability Organization (HRO)
• What is Your Why? Using Patient Feedback to Improve CAHPS Scores
• The Loneliness Epidemic
• Systems Thinking
• A Country of One
• Customer Service in the National Cemetery Administration - My Data Says What? NCA

Breakout Session 2 Handouts

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• Believing is Just a Reference Point – Doing is the Difference
• CX Self-Assessment & Action Plan
• CX Self-Assessment & Action Plan – CX Assessment Tool
• CX Self-Assessment & CX Action Plan – CX Action Planning Template
• CX Self-Assessment & Action Plan Worksheet
• My Data Says What? VHA
• New to Customer Experience
• Introduction to Customer Experience and Human-Centered Design
• PX Assessment Tool, Guidebook, and Support
• Measuring the Customer Experience
• Survey of Healthcare Experiences of Patients - SHEP 101
• VEO Omnichannel Strategy
• IT WORKED.... Return On Investment (ROI)

Breakout Session 3 Handouts

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• How to Influence Change without Authority
• Employee Experience Overview
• What Does Private Industry Do to Improve CX?
• My Data Says What? VBA
• My Data Says What? Board of Veterans Appeals
• Measuring Emotional Harm – Ripple Effect of Data Inaccuracy