Lessons From Florida Blue: Building A Successful CX Measurement Program

A Complimentary Forrester Webinar

Whatever challenges you face with your CX measurement program, Houda Rabah can help you.

As Sr. Director of CX Measurement, Analytics, and Insights at Florida Blue, she led a team that built a successful program. How successful? In our 2019 Customer Experience Index™, Florida Blue was middle of the pack. In 2020, the insurer is number one in the CX Index.

Register for this webinar on Tuesday, June 22 featuring live Q&A between Houda and Forrester VP, Principal Analyst Maxie Schmidt.

Houda will candidly discuss:

How her team got started — ideas for initial metrics, gaining internal attention, and picking first actions.
What they did to identify and remain focused on metrics and activities that matter most.
How they move confidently from data to insight to project to success.

A 1-point lift in your CX Index score can be worth millions in additional revenue. Learn from the example of Florida Blue and see what a strong CX measurement program could mean for you.

Complete the form to watch this on-demand webinar

Duration:
45 minutes

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Watch The Replay

Featuring

Maxie Schmidt

VP, Principal Analyst, Forrester

Houda Rabah

Senior Director of CX Measurement, Analytics & Insights, Blue Cross and Blue Shield of Florida