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The Challenge of Culture Change in Improving Customer Experience
Interview with Curtis Kopf, Vice President of Customer Experience at Premera Blue Cross, about his experiences there and at companies like Amazon, Microsoft and Alaska Airlines in working to improve customer experience. The biggest challenge: culture.
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Interview with Curtis Kopf, Vice President of Customer Experience at Premera Blue Cross, about his experiences there and at companies like Amazon, Microsoft and Alaska Airlines in working to improve customer experience. The biggest challenge: culture.