ransforming Healthcare with Customer Experience: An Interview with Kat Ketter | CX Matters Podcast In the inaugural episode of the CX Matters podcast, host Cole Lyons sits down with Kat Ketter, the Associate Vice President of Member Experience at Jefferson Health Plans. Kat shares her inspirational journey in healthcare, driven by personal experiences and a deep commitment to health equity. They discuss the critical role of customer experience in healthcare, particularly in a post-pandemic world, and how technology and personalization are reshaping member interactions. Kat also highlights the importance of employee engagement and empowerment in delivering exceptional customer service. Tune in to gain valuable insights into creating a holistic and inclusive customer experience in the healthcare industry.