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  • 2 years ago
134: Curtis Kopf, Premera Blue Cross

134: Curtis Kopf, Premera Blue Cross

Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross. Behind-the-scenes customer experience challenges A great customer experience is an easy one. But there is often great complexity involved in making those experiences happen. Curtis Kopf has a long history of working with customer-focused organizations that are driven by strong missions. These companies have become leaders in their industries by hiding that complexity, or simplifying internal processes and training programs to remove that complexity from the equation altogether. For many companies, the challenge is not so much about understanding their customers as it is about executing the actual solutions to their challenges. We often feel powerless to neutralize known pain points due to internal processes, industry regulations, legal obligations and safety practices. Sometimes the best improvements come from pushing those perceived