Duration: 45 Minutes
When the COVID-19 crisis began businesses were quickly forced to modify their daily operations. Mining customer feedback to focus on what their customers were saying, how they were reacting, and how this was affecting their business became an obvious necessity.
Watch this on-demand webinar, featuring Houda Rabah, Senior Director of CX Measurement, Analytics & Insights at Blue Cross and Blue Shield of Florida, to learn:
- How Florida Blue rapidly evolved their COVID-19 CX measurement strategy
- The importance of measuring overall customer needs and changes on a more frequent cadence
- How monitoring COVID-19 mentions and related topics can lead to direct changes in business operations
Senior Director of CX Measurement, Analytics & Insights
Blue Cross and Blue Shield of Florida
Houda Rabah is the Senior Director of Customer Experience Management & Analytics since joining Florida Blue in 2017. Before joining Florida Blue, she was the Director of Customer Experience Analytics at MetLife where she was responsible for the Measurement and Analytics functions. Houda started her career as a Finance Specialist at United Parcel Services (UPS), then held multiple leadership positions at Allstate and Guardian Life Insurance, mainly responsible for the Finance, Marketing/Brand, and Customer Research functions.