How Blue Cross of Kansas Unifies Marketing and CX to Drive Growth
Description
This week on The Modern Customer podcast, Michael Gerrish, Chief Marketing and Experience Officer at Blue Cross Blue Shield of Kansas, shares the strategy that transformed their organization.
The key? Aligning Marketing and Experience to accelerate growth. Michael outlines how the unified CMXO role is responsible for making sure the brand's promises match the actual customer experience, driving maximum ROI.
The Results:
✅ $120 Million in annual revenue
✅ 93% industry-leading customer retention rate
Learn how they achieved this with the "Insights to Action" model, eliminating silos and leveraging AI to simplify complex healthcare needs. Listen to the full episode now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.
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