Ricardo De Marco Centeno
Carmen Ortiz Velez
How we get started and continue to deliver BX work through three phases: discover, design, and define.
Here we envision the future-state and how to achieve it through a crawl / walk / run framework for: 1) the enterprise journey, 2) building capabilities, and 3) implementation of the CX op model.
Socialization document with summarized representations of the BX enterprise value proposition, emerging trends, next steps for BX activation, and more.
Overview of powerful capabilities that BCBSMA can harness to create personalized member experiences across the entire journey.
Introduction to modernized consumer journey maps that enable a "BX Loop."