Guest: Todd Walthall, SVP of Customer Experience at Blue Shield of California. Todd walks us through his background in the customer service and CX, working for iconic 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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