Conversations with Masters:
How to Better Understand Your Customers™
Watch Stephanie Laguna, Executive Director, Market and Product Strategy, Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc., discuss:
- What can researchers do to get a deeper level of engagement from internal stakeholders in customer journey mapping projects
- Why the insights team must have an in-depth understanding of the organization’s mission and its core values prior to investigating the customer journey
- How developing key metrics that track the cadence of research results will benefit the company to a fuller extent in the long term
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