This session will provide an extensive look into the development of BCBS’s customer experience strategy. Driven by this shift to a more consumer-driven organization, we knew that we also needed enterprise wide employee engagement to be truly successful. This session will share our insights into how we teach employees about the importance and urgency of improving the customer experience across our diverse customer base. The session will provide information about how we empower employees with the tools and understanding to do their jobs in ways that make our company easy to understand and easy to do business with. This internal educational strategy was developed by leveraging and addressing the diversity of learning styles within the organization. You will also learn how current market disruption created a need to change to a consumer-driven focus while understanding the needs of your diverse market segments.
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Kathryn G. Levine
vice president, Corporate Marketing and Customer Experience
Blue Cross Blue Shield of Michigan
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Kathryn G. Levine is Vice President, Corporate Marketing and Customer Experience at Blue Cross Blue Shield of Michigan. Levine is responsible for monitoring and improving the customer experience. She leads departments that focus on customer experience, marketing strategy, digital strategy and market research. She was named to her current position in 2011. Prior to joining the Michigan Blues she was vice president of Collins Consulting and was a director with Empire Blue Cross Blue Shield in New York.
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Mary-Frances Winters
President and CEO
The Winters Group, Inc.
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Mary-Frances Winters is president and founder of The Winters Group, a 28-year-old organization development and diversity-consulting firm, specializing in research, strategic planning, training, and public speaking with an emphasis in ethnic and multicultural issues.
Prior to founding The Winters Group in 1984, Winters was affirmative action officer and senior market analyst at Eastman Kodak Company, where she worked for 11 years. She is a graduate of the University of Rochester with undergraduate degrees in English and Psychology, and a master’s degree in business administration from the William E. Simon Executive Development Program. She received an honorary doctorate from Roberts Wesleyan College in 1997.
Winters was selected to serve as Rochester Institute of Technology’s College of Continuing Education’s 1994-95 Distinguished Minett Professor where she taught a leadership course titled, 21st Century Leader: Visionary, Inspired, and Spiritually Grounded at the graduate level.