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KANSAS CITY, MO. (November 1, 2023)—Blue Cross and Blue Shield of Kansas City (Blue KC) was recently honored for its excellence in customer experience as part of the 2023 DACH Customer Excellence Awards and Summit®, presented by OmniTouch International.
The prestigious CX Professional of the Year award was presented to Blue KC Chief Experience Officer Gratia Carver for her relentless passion for futuristic learning, strategic thinking, and collaboration. Judges recognized that Carver transformed the way Blue KC (and other health plans) evaluates, measures, and improves business processes that impact customer experiences, earning her global recognition for best CX practices.
“I was so excited to learn that Blue KC was awarded once again for our excellence in customer experience. We strive to provide unmatched service to our members and partners, so this is especially impactful,” said Carver. “And while I am incredibly honored and grateful to have been personally recognized, I share this award with our entire team, whose daily dedication makes this recognition possible.”
Blue KC was also recognized as the Contact Center of the Year, with judges highlighting Blue KC’s redesigned customer service hiring and training programs, which features a member-focused lens to improve employee engagement and quality of results. The forward-thinking strategy helped Blue KC’s Customer Effort Score increase from 71% to 74% while achieving 97% customer retention.
OmniTouch International is a customer experience consulting and training organization which has been successfully operating in the field of CX for over 20 years. The DACH Customer Excellence Awards are aimed at employees of companies and organizations throughout the world, and to individuals who provide an exceptional customer experience.
Winners were announced live at the 2023 DACH Customer Excellence Awards and Summit® in Wiesbaden, Germany. Find the full list of winners and learn more, HERE.
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.