Best Practice Report

“Make It Easy”: How Blue KC Made Leaps In CX Quality Through Culture Change

April 13th, 2020

Summary

Blue Cross and Blue Shield of Kansas City (Blue KC) demonstrates how focusing cultural efforts can impact customer experience (CX) quality. Changes to compensation and recognition support the simple but effective message of “Make It Easy” to ensure member-centric behavior change.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.