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.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).