Blue Cross Blue Shield of Michigan
Insuring Success: Building a Case for CSAT Across the Organization

Case Study Video

Data needs to move beyond the usability team to drive change within the digital experience. By providing actionable information to diverse stakeholders - from UX to IT, from desktop to mobile - the team at Blue Cross Blue Shield of Michigan (BCBSM) has rallied a variety of stakeholders around ForeSee’s customer satisfaction metric. In just over two years the organization has increased desktop CSAT by double digits, and leveraged desktop findings to help successfully launch their mobile app. Learn how the team utilized a variety of ForeSee solutions to drive adoption and engagement across the organization, and how their efforts led to impactful changes to the BCBSM member experience.

Christy Belden.jpg

Jason Richards
Manager of Customer Experience & Insights
Blue Cross Blue Shield of Michigan

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