Best Practice Report

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

April 13th, 2020
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst

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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