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Home > Forrester's CX Cast > 99: How Blue Shield Of California Delivers Experiences That Build Trust​​
Podcast: Forrester's CX Cast
Episode:

99: How Blue Shield Of California Delivers Experiences That Build Trust​​
Category: Business
Duration: 00:20:35
Publish Date: 2017-06-02 09:00:00
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In this week's episode of CX Cast, Sam Stern is joined by Forrester research director Harley Manning and by Todd Walthall, SVP of Customer Experience with Blue Shield of California. Todd walks us through his experience in the customer service and customer experience space, working for iconic CX companies like USAA and American Express before coming to Blue Shield. Then he talks about the health insurer's focus on inspiring trust among its members, as well as how it aims to provide service worthy of family and friends. He also highlights some of the ways Blue Shield has changed employee goals and metrics to make it easier for them to focus on building trust.
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