Expert Mode - Insights from marketing, AI, and CX pros

Expert Mode: Beyond the Brand Promise: How to Operationalize Total Experience

Sep 28, 2026

As marketing leaders, we are the designated champions of the customer. We craft the brand promise, articulate the value proposition, and design the journeys we hope our customers will follow. We invest heavily in technology and talent to deliver seamless, personalized interactions. Yet, we are all too aware of…

CareFirst CMO Mack McGee on building the total experience across customers and employees

CareFirst CMO Mack McGee on building the total experience across customers and employees

Aug 13, 2026

CareFirst CMO Mack McGee on how Forrester’s top-ranked insurer for Total Experience replaced NPS-only measurement with an operational experience scorecard.

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