Whose job is it to ensure the brand promise you market is the same one your customers and employees actually experience?
Real agility isn’t just rapid execution — it’s a whole organization responding as one to what customers, employees, and the market actually need.
Today, we’re talking about “Total Experience” and what it takes to make brand, customer, and employee experience add up to one company, not three. Specifically:
- How to orchestrate brand, customer, and employee experience so they reinforce each other instead of competing.
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The operational shifts that turn siloed functions into a single, trustworthy experience.
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Why the CMO is uniquely positioned to champion this, and where that means owning parts of the business marketing hasn’t traditionally touched.
To help me discuss this topic, I’d like to welcome Mack McGee, CMO at CareFirst, which was recently recognized at Forrester’s CX Forum West as the top insurer in Total Experience.
About Mack McGee
With more than 20 years of experience in marketing and storytelling, Mack excels at connecting people and communicating impact in creative and meaningful ways. He also brings extensive fundraising experience, evidenced by his success in helping the Cystic Fibrosis Foundation raise nearly $5 million as chair of their annual Passion for Food and Wine event.
Mack McGee on LinkedIn: https://www.linkedin.com/in/mackmcgee/
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