134: Curtis Kopf, Premera Blue Cross

Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross. Behind-the-scenes customer experience challenges A great customer experience is an easy one. But there is often great complexity involved in making those experiences happen. Curtis Kopf has a long history of working with customer-focused organizations that are driven by strong missions. These companies have become leaders in their industries by hiding that complexity, or simplifying internal processes and training programs to remove that complexity from the equation altogether. For many companies, the challenge is not so much about understanding their customers as it is about executing the actual solutions to their challenges. We often feel powerless to neutralize known pain points due to internal processes, industry regulations, legal obligations and safety practices. Sometimes the best improvements come from pushing those perceived limitations and even finding creative ways to work with external agencies that are closely tied to the experience. Curtis explains some of the innovative ways Premera, Amazon and Alaska Airlines have created viable customer experience solutions that were previously considered impossible. Would you like the inside scoop on how these companies have set industry standards with the incredible experiences they create? Listen in! About our guest Curtis Kopf is Vice President of Customer Experience for Premera Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences.at Alaska Airlines, Microsoft and Amazon.com. As Vice President of Customer Innovation for Alaska Airlines, Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics. Future Travel Experience named Curtis in June as one of 25 global innovation leaders in the airline industry and Alaska’s mobile app was named by Fortune as the best travel app in America in 2015. Curtis has held a variety of leadership roles in his career - from serving as Amazon’s first General Manager in the UK to developing curriculum and teaching at the UW’s Mobile Business Strategy Certificate Program. He has an undergraduate degree in English from Brown University and a master’s degree in writing from Johns Hopkins. He is Vice Chairman of the Big Brothers Big Sisters of Puget Sound Board. Connect with Curtis Twitter LinkedIn Related Content Customers That Stick® Post, Customer Experience: At the Edge of a New Discipline 360Connext® post, 3 Ways to Add Magic to your Customer Service Training Episode 123: CXPA Live, Regulated Industry Challenges Episode 039: Does Employee Empowerment Work?   Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe develop and internalize unique and scalable customer-focused missions. To compete with the other 89% of companies staying afloat by providing better experiences, you need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices