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CareFirst CMO Mack McGee on building the total experience across customers and employees
Whose job is it to ensure the brand promise you market is the same one your customers and employees actually experience?
Real agility isn't just rapid execution — it's a whole organization responding as one to what customers, employees, and the market actually need.
Today, we're talking about "Total Experience" and what it takes to make brand, customer, and employee experience add up to one company, not three. Specifically:
- How to orchestrate brand, customer, and employee experience so they reinforce each other instead of competing.
- The operational shifts that turn siloed functions into a…
The skinny
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