Subscribe
The World's leading Oil & Gas online event

Virtual Conference

July 11, 2022

The world's leading Cultural Transformation Industry online event

Virtual Conference

July 26, 2022

Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The World's leading Enterprise Architecture Industry online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence industry online event

Virtual Conference

August 16, 2022

The world's leading RPA & IA Industry online event

Virtual Conference

August 23-25, 2022

The world's leading Digital Process Automation Industry online event

Virtual Conference

June 21, 2022

The world's leading Blockchain Industry online event

Virtual Conference

September 6-8, 2022

The world's leading Oil & Gas online event

Virtual Conference

July 12, 2022

The world's leading Cultural Transformation online event

Virtual Conference

July 26, 2022

The Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The world's leading Enterprise Architecture online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence online event

Virtual Conference

August 16, 2022

BTOES Insights Official
By
December 15, 2021

Blue Cross Blue Shield of Michigan's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Cultural Transformation & Sustainability to deliver a high performing Enterprise Excellence culture

Read this article about Blue Cross Blue Shield of Michigan, Finalist in the Best Achievement in Cultural Transformation & Sustainability to deliver a high-performing Enterprise Excellence culture, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

Blogs Post Logo (5)

pillar%20page%20line%201

Customer Experience Culture

Blue Cross Blue Shield of Michigan (BCBSM) is a nonprofit, mutual insurance provider and independent licensee of the Blue Cross and Blue Shield Association. Founded in 1939, and now in its 82nd year, BCBSM is the largest and most trusted provider of health insurance in Michigan and serves the company and government-sponsored group plans, individual plans, Medicare and Medicaid through traditional preferred provider arrangements, health maintenance organizations and health savings account plans.

Awards CTA

As an established 80-year-old organization, BCBSM had built its culture on a traditional foundation of continuous improvement and high performance. However, the company had yet to fully recognize the increasing importance of the member experience as a crucial dimension of its overall corporate culture. BCBSM made member experience a critical element in its corporate strategy and initiated a transformation to make member experience a distinctive strategic advantage. In order to accomplish this, BCBSM leveraged its organizational culture to immerse the entire workforce with a comprehensive understanding of its members and the existing challenges. BCBSM initiated a transformation to inculcate member centricity in the entire workforce, while developing online tools to delight members preferring self-service.

The cultural transformation was delivered through two channels:

  • Extensive customer experience training for all employees to provide a deep understanding of members’ needs and pain points, and
  • Sharing relevant customer experience metrics on a regular basis so employees could see progress and build ownership for their responsibilities and contributions to creating positive experiences for members.

New Awards CTA

This success of this transformation is evident in numerous customer-facing awards that BCBSM has received, including two JD Power awards for highest member satisfaction among commercial health plans in Michigan. The strength of the culture program can be seen in the improvement in the Customer Focus category of BCBSM's annual employee alignment survey — this category increased from the 29th percentile to the 80th percentile.

Digital Transformation & Operational Excellence Industry Awards 2021

piller-line

About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video 

piller-line

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level. 

Quick Links

Speakers

Agenda

BTOES Awards 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com


Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards Video Presentation

Proqis Events Schedule

Proqis Digital

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

Submit an Article

300x300-LX-Connect-Boston
24097-Proqis-Media-Pack-Banner-300x300
ACCESS 50 VIDEO PRESENTATIONS
Access all 75 Award Finalist Entires
RESEARCH REPORT 2021/2022
BTOES AWARD - NO DATE
BTOES UNIVERSAL GRAPHIC - NO DATE
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
ATTENDEE - Proqis Digital Event Graphics-1
Proqis Digital Event Graphic
ATTENDEE - Proqis Digital Event Graphics (4)
ATTENDEE - Proqis Digital Event Graphics (2)
ATTENDEE - Proqis Digital Event Graphics (3)
Proqis Digital Event Graphic
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Speaker Presentation Operational Excellence Business Transformation Business Improvement Business Excellence Process Management Continuous Improvement process excellence Process Optimization Process Improvement Leadership Award Finalist Case Study Digital Transformation Enterprise Excellence Change Management Premium Lean Organizational Excellence Lean Enterprise Lean Six Sigma Execution Excellence Capability Excellence New Technologies Changing & Improving Company Culture Agile end-to-end Business Transformation Execution & Sustaining OpEx Projects Lack of/Need for Resources Leadership Understanding & Buy-In Culture Transformation Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments BTOES18 Enterprise Architecture BTOES From Home RPA & Intelligent Automation Live Technology Financial Services Insights Article Customer Experience Excellence Healthcare Process Mining Healthcare and Medical Devices Process Automation iBPM Culture Customer Experience Innovation BTOES Video Presentations Exclusive BTOES HEALTH Strategy Execution Business Challenges Report Industry Cultural Transformation Manufacturing Digital Workplace Transformation Robotic Process Automation (RPA) IT Infrastructure & Cloud Strategies Digital Process Automation BPM Automation AI Lean Manufacturing Webinar innovation execution Robotic Process Automation IT value creation Agility Business Supply Chain Planning Systems Engineering RPAs Insurance Process Design Digital data management Speaker Article Speaker's Interview digital operations Awards Oil & Gas thought leaders Artificial Intelligence BTOES Presentation Slides Cloud Machine Learning Data Analytics Digital Transformation Workplace Banking and Capital Markets Transformation Data Finance Professional Services Education IT Infrastructure IT Infrastructure & Cloud Strategies Live Intelligent Automation Blockchain Interview Business Process Management White Paper investment banking BTOES19 Consumer Products & Retail Government Operational Excellence Model Project Management Algorithm Automotive and Transportation Banking Business Environment Digital Bank Primary Measure of succes Sales business expansion revenue growth Adobe Sign Agile Transformation BTOES Delivery solution E-Signatures Electricity Global Technology HealthcareTechnologies Innovation in Healthcare Relationship Management Transportation Accounts Receivable (AR) Big Data Technology CORE Cloud Technology Cognitive learning Days Sales Outstanding (DSO) Logistics Services Operational Excellence Example Risk Management Solving Cash Flow with AI business process automation transformation journey Analytics Insight Covid-19 Data Entry Digital Experience Digital Network Digital Network Assistant (DNA) Digitization Drinks Enterprise Agile Planning HR Hybrid Work Model Internet Media NPS Net Promoter Score Program Management Portal (PgMP) Six Sigma Sustainability TechXLive Automated Money Movement Biopharmaceutical Blue Room Effect Capital Market CoE Creative Passion Digital Transformation Workplace Live Digital Workforce Digitalization ERP Transformation Effective Change Leaders Enterprise architecture as an enabler Finance Global Operations (FGO) Financial Services Software Frameworks Hoshin Planning Human Capital Lean Culture Natural Gas Infrastructure Natural Language Processing Organizational Change Pharmaceutical Pharmaceuticals & Life Sciences Project manager Supply Chain Management Sustainable Growth The New Era of Automation Transformation Initiatives Workplace Analytics eForms eSignatures 3D Thinking BEAM BFARM BTOES17 Banking & Financial Services Big Data Processing Business Analytics Business Growth Business Process Governance Centralized Performance Monitoring System Communication Creativity Digital Technologies Digital Technology Educational Psychologist Energy Management Health Insurance Health Maintenance Organizations Hospitality & Construction Human Centered Design Integrated Decision Approach Integrated Decision Making Kaizen Medicare Moodset for Excellence Natural Language Processing (NLP) Offering Managers Oil and Gas Optical Character Recognition (OCR) Pharmaceuticals and Life Sciences Photographing Price and Routing Tracking (PART) Process Design Document (PDD) Product Identifier Descriptions (PIDs) Python Quote to Cash (Q2C) Reduce your RPA TCO Resilience SAP Sales Quota Team Work Telecommunications Text Mining The Document is Dead The Fully Automated Contact Center Visually Displayed Work Culture master text analytics virtual resource management Agile methodology Announcement

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120