248: The ROI Of Culture Change (R)

Evolving an organization's culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we're joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver, to discuss her team's approach to evolving culture and the important role measurement plays. Click the titles below for more on this topic: Elevate And Scale Your CX Measurement Program Evolve Your Culture Work Practice How Customer Experience Drives Business Growth, 2020