For Immediate Release: June 11, 2021
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KANSAS CITY, MO. (June 11, 2021)—Blue Cross and Blue Shield of Kansas City (Blue KC) was awarded the top recognition for Best Measurement in Customer Experience at the 2021 Customer Centricity World Series Awards.
The world’s most customer centric companies were crowned in May at the inaugural Customer Centricity World Series Virtual Ceremony. The event, run by ARCET Global, had over 300 entries from over 110 companies across 38 countries. After a difficult shortlisting, 154 finalist entries were evaluated by large panels of independent expert judges.
Blue KC defines customer experience as the perception and feelings customers have about their relationships, connections and touchpoints with their insurer. Over the last few years Blue KC’s customer experience team, under the leadership of Gratia Carver, Vice President and Chief Experience Officer, evolved Blue KC’s approach to customer experience to build an internal culture that cares about every touchpoint along the membership spectrum.
“When we look at our customer experience, we want to understand how our customers feel about their overall relationship with Blue KC, not just a singular point of service,” said Carver. “This is exactly why we’ve instituted a comprehensive measurement system that measures not only our customers’ transactional interactions, such as working with our customer service department, using the website, member portal and other communications methods, but also measures the customers’ relationship with Blue KC.”
Receiving above industry average marks at the Customer Centricity World Series Awards, Blue KC was recognized for its outstanding customer experience measurement portfolio testing customer effort, effectiveness, trust and loyalty. Key to Blue KC’s customer experience measurement program are four questions that address the customers’ relationship with Blue KC:
- How effective Blue KC is at meeting members’ needs
- How easy Blue KC is to work with
- Whether Blue KC is a company members trust
- Whether members recommend Blue KC to others
“We know every employee at Blue KC has an impact on our ability to provide the best customer experience possible. Our strategy incentivizes our employees to adopt behaviors that simplify and improve our members’ experience and health throughout their membership journey.”
In addition, Blue KC also received a Highly Commended recognition for Best Customer-Centric Culture and Best Customer Experience Strategy.
“The standard of the competition was truly outstanding,” Mark Hamill, CEO of ARCET Global commented. “The level of the scoring by the finalists was much higher than any event I have been involved in previously. All finalists should be immensely proud of what they have achieved and a huge congratulations to all the Highly Commended and winning companies.”
To learn more about Blue KC’s commitment to member satisfaction, please visit BlueKC.com/consumer/blue-kc/about.
About Blue Cross and Blue Shield of Kansas City
Blue Cross and Blue Shield of Kansas City, the largest not-for-profit health insurer in Missouri and the only not-for-profit commercial health insurer in Kansas City, has been part of the Kansas City community since 1938. Blue Cross and Blue Shield of Kansas City provides health coverage services to more than one million residents in the greater Kansas City area, including Johnson and Wyandotte counties in Kansas and 30 counties in Northwest Missouri. Our mission: to provide affordable access to healthcare and to improve the health of our members. Blue Cross and Blue Shield of Kansas City is an independent licensee of the Blue Cross and Blue Shield Association. For more information on the company, visit its website at BlueKC.com.
About the Awards
The Customer Centricity World Series is the ultimate gathering of Customer Centric Organizations from around the Globe. After the success of ARCET Global’s Regional events (the European Customer Centricity Awards & North American Customer Centricity Awards) the World Series opens up the Competition to the Entire World and seeks to recognize the very best Customer Experience stories.
All of ARCET Global’s awards are Certified by the Customer Institute and their scoring model is endorsed by the University of Chester Business School in the UK. The large panels of expert independent Judges choose winners after all entrants submit 2000 word case study and a 15 minute video presentation.