A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “Gratia Carver”

What Gets Measured Gets Done

What Gets Measured Gets Done

Released: March 29, 2022 • Episode #210

Building a CX program from the ground up can be a challenge, especially in a field such as healthcare. Where do you start? What’s most important to customers? How do we develop a customer – or “member” – centric culture? Host Steve Walker welcomes Gratia Carver, vice president and chief experience officer at Blue Cross Blue Shield of Kansas City, or “Blue KC”, for why measurement is such a crucial practice to building a customer-centric culture.

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