Adam and Jeannie tackle customer experience challenges in many industries with Curtis Kopf, Vice President of Customer Experience for Premera Blue Cross.
About our guest:
Curtis Kopf is Vice President of Customer Experience for Premera Blue Cross.
Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences.at Alaska Airlines, Microsoft and Amazon.com. As Vice President of Customer Innovation for Alaska Airlines, Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics. Future Travel Experience named Curtis in June as one of 25 global innovation leaders in the airline industry, and Alaska’s mobile app was named by Fortune as the best travel app in America in 2015.
Curtis has held a variety of leadership roles in his career – from serving as Amazon’s first General Manager in the UK to developing curriculum and teaching at the UW’s Mobile Business Strategy Certificate Program. He has an undergraduate degree in English from Brown University, and a master’s degree in writing from Johns Hopkins.
He is Vice Chairman of the Big Brothers Big Sisters of Puget Sound Board.
Connect with Curtis
Behind-the-scenes customer experience challenges
A great customer experience is an easy one, but there is great complexity behind reducing customer effort!
Curtis Kopf has a long history of working with customer-focused organizations that are driven by strong missions. These companies stand out as leaders in their industries by hiding that complexity, or simplifying internal processes 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. The best companies push those perceived limitations by creatively working with external agencies that are closely tied to the experience.
Curtis explains some of the innovative ways Premera, Amazon and Alaska Airlines have created viable customer experience solutions that were previously considered impossible. Would you like the inside scoop on how these companies have set industry standards with the incredible experiences they create? Listen in!
Listen To This Episode!
Free Webinar On Demand
Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission, for free!
- Make your mission statement meaningful, both to customers and employees
- Ensure customer-facing employeesnot only meet, but exceed expectations
- Turn ordinary processes into a conduit for your mission
- Steps for creating a mission your team will be proud to get behind
Visit CXWebinar.com to sign up for free, and check out more free webinars!
- Customers That Stick® Post, Customer Experience: At the Edge of a New Discipline
- 360Connext® post, 3 Ways to Add Magic to your Customer Service Training
- Episode 123: CXPA Live, Regulated Industry Challenges
- Episode 039: Does Employee Empowerment Work?
Take care of yourself and take care of your customers.