Customer Experience in Healthcare Reform, With Natalie Schneider - CB012

In our session, Natalie Schneider, Vice President of Customer Experience at Anthem, Inc. describes the transformation she is leading for one of the largest national healthcare providers.  From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting too big, and ensuring the work goes on.