Sessions

This session will provide an extensive look into the development of BCBS’s customer experience strategy. Driven by this shift to a more consumer-driven organization, we knew that we also needed enterprise wide employee engagement to be truly successful. This session will share our insights into how we teach employees about the importance and urgency of improving the customer experience across our diverse customer base. The session will provide information about how we empower employees with the tools and understanding to do their jobs in ways that make our company easy to understand and easy to do business with. This internal educational strategy was developed by leveraging and addressing the diversity of learning styles within the organization. You will also learn how current market disruption created a need to change to a consumer-driven focus while understanding the needs of your diverse market segments.