{"id":4011,"date":"2024-08-09T14:46:17","date_gmt":"2024-08-09T19:46:17","guid":{"rendered":"https:\/\/www.bluekc.com\/blueprint\/?p=4011"},"modified":"2024-08-12T14:41:49","modified_gmt":"2024-08-12T19:41:49","slug":"customer-experience-series-how-blue-kc-designs-customer-experiences","status":"publish","type":"post","link":"https:\/\/www.bluekc.com\/blueprint\/gated-agent\/customer-experience-series-how-blue-kc-designs-customer-experiences\/","title":{"rendered":"Customer Experience Series: How Blue KC designs customer experiences"},"content":{"rendered":"\n<p>Customers are at the heart of everything we do at Blue Cross and Blue Shield of Kansas City (Blue KC). At the soul: Our customer experience (CX) mission to improve customer perceptions and feelings about their relationships, connections, and touchpoints with Blue KC.<\/p>\n\n\n\n<p>It\u2019s a mission that teams across Blue KC contribute to and the Customer Experience Practice team and Customer Experience Council doggedly drive.<\/p>\n\n\n\n<p>Together, these groups relentlessly ask four big questions every day:<\/p>\n\n\n\n<ol class=\"wp-block-list\" start=\"1\">\n<li>Are we easy to work with?<\/li>\n\n\n\n<li>Are we effective at meeting member needs?<\/li>\n\n\n\n<li>Are we a company members can trust?<\/li>\n\n\n\n<li>Would members recommend us to others?<\/li>\n<\/ol>\n\n\n\n<p>In a series of articles that exposes how Blue KC actively listens, measures, and improves CX, we\u2019ll show you how we prioritize our mission to put customers at the heart of everything we do.<\/p>\n\n\n\n<p>In this series we\u2019ll look at:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.bluekc.com\/blueprint\/gated-agent\/customer-experience-series-paying-homage-to-the-voice-of-the-customer\/\" target=\"_blank\" rel=\"noreferrer noopener\">Voice of the Customer<\/a><\/li>\n\n\n\n<li>Journey Teams<\/li>\n\n\n\n<li>Member Escalation<\/li>\n\n\n\n<li>Personalized Services<\/li>\n\n\n\n<li>Empathy Immersion<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Blue KC Journey Teams design innovative customer experiences<\/strong><\/h2>\n\n\n\n<p>In today\u2019s teched-out world, customization is everywhere \u2013 in the music your streaming service adds to your playlist, in the advertising you see on TV, and in the products your coffee shop app recommends.<\/p>\n\n\n\n<p>However, customization and personalization require more than technology. They require empathy, compassion, and a focus on what\u2019s important to the customer \u2013 traits Blue KC Journey Teams embody as they deliver thoughtful, quality experiences to our customers.\u00a0<\/p>\n\n\n\n<p>Created in 2023, Journey Teams research customers\u2019 needs throughout their healthcare and insurance journeys. Team members then put their heads together to prioritize what they\u2019ve learned, design customer experiences, measure the success, and manage the solutions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customer experience sneak peak<\/strong><\/h3>\n\n\n\n<p>Our Onboarding and Member Services Journey Teams have several projects that soon will be part of the customer experience.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Digital Benefits Guide<\/strong> \u2013 Plan benefits are one of our top call drivers. The new, personalized digital Benefit Guide will show customers the services and procedures their health plan covers and what Blue KC will contribute based on the customer\u2019s real-time spending and deductible and out-of-pocket balances. Available fourth quarter.<\/li>\n\n\n\n<li><strong>Redesigned Claims and Plan usage page on MyBlueKC.com<\/strong> \u2013 The new page has simplified navigation, definitions and educational content, and the look aligns with the above digital Benefits Guide. Available end of August.<\/li>\n\n\n\n<li><strong>Online account set up<\/strong> \u2013 An updated MyBlueKC.com account set up experience reminds customers if they already have an account, saving them time and effort in attempting another account set up. For those who do need to set up an account, they can use their Social Security Number or member ID card. Available in October.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customized experiences in the works<\/strong><\/h3>\n\n\n\n<p>Journey Teams are just getting started. In the works are the next wave of projects designed to elevate customer experience, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Redesigned member portal dashboard<\/li>\n\n\n\n<li>Updated prior authorization pages<\/li>\n\n\n\n<li>Member portal notification center, which gives preventive care recommendations based on the member\u2019s claims history<\/li>\n<\/ul>\n\n\n\n<p>In the fall, we will have a first look at results, which we\u2019ll use to refine the experiences and, ultimately, fuel continued award-winning customer experiences.<\/p>\n\r\n\t\t\t<div id=\"daexthefu-container\"\r\n\t\t\t\tclass=\"daexthefu-container daexthefu-layout-side-by-side daexthefu-alignment-left\"\r\n\t\t\t\tdata-post-id=\"4011\">\r\n\r\n\t\t\t\t<div class=\"daexthefu-feedback\">\r\n\t\t\t\t\t<div class=\"daexthefu-text\">\r\n\t\t\t\t\t\t<h3 class=\"daexthefu-title\">Was this helpful?<\/h3>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<div class=\"daexthefu-buttons-container\">\r\n\t\t\t\t\t\t<div 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At the soul: Our customer experience (CX) mission to improve customer perceptions and feelings about their relationships, connections, and touchpoints&#8230;<\/p>\n","protected":false},"author":26,"featured_media":4012,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_helpful_status":1,"_analytify_skip_tracking":false,"footnotes":""},"categories":[4,7],"tags":[57],"post-on-community-impact":[],"class_list":["post-4011","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-client-member-resources","category-gated-agent","tag-agents-employer-group"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Experience Series: How Blue KC designs customer experiences - The Blueprint<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bluekc.com\/blueprint\/gated-agent\/customer-experience-series-how-blue-kc-designs-customer-experiences\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience Series: How Blue KC designs customer experiences - The Blueprint\" \/>\n<meta property=\"og:description\" content=\"Customers are at the heart of everything we do at Blue Cross and Blue Shield of Kansas City (Blue KC). 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