CX Spark Series

FOR $100: Owns the customer experience.

• Dan Conrad

• BCBSND Employees

• CX Team

• Customers

FOR $200: Is NOT something our BCBSND customers value.

• Predictability

• Paying for everything

• Coverage

• Support

FOR $300: What Customer Experience is.

• The perception of all the ways a customer interacts with us.

• The name of our new Voice of the Customer survey system.

• Another name for “customer service”.

• Research around human behavior.

FOR $400: How customer service differs from customer experience.

• They are interchangeable.

• Customer experience is new.

• Customer service is provided, customer experience is received.

• Customer service is point of sale and customer experience is after the sale.

FOR $500: Why customer experience matters.

• Dan Conrad said so.

• Customer experience is on our scorecard.

• The state mandates a customer experience program.

• Customers’ expectations have changed and demands have increased.

FOR $600: What "good CX" looks like at BCBSND.

• We receive high customer experience scores from customer surveys.

• Everyone co-owns the customer experience and helps innovate interactions.

• We have the largest health insurance subscriber base in the state.

• Customers receive coffee and cookies when they visit our offices.