Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

Customer Driven with Chad McDaniel

English - August 22, 2019 08:00 - 35 minutes - 40.3 MB - ★★★★★ - 4 ratings
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Previous Episode: Trends for Call Center Agent Staffing

Next Episode: How Asynchronous Messaging Is Disrupting Customer Communications with Mike Myer, CEO and Founder of Quiq

In this episode of Customer Driven, Chad is chatting with Vicki Perryman, Senior Vice President of Humana. Humana is a global operations organization focused on enabling their members to utilize their benefits and access providers for the care they need.

Chad and Vicki also discuss:

- Her start with Ebay
- Humana's main channels for Customer Engagement
- How to utilize insights to drive customer satisfaction
- How Humana determines when and what to outsource
- What it means to become a "partner in health and aging"

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