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248: The ROI Of Culture Change
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
View all episodes
By Forrester
4.8
5050 ratings
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
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