A leading CX strategist with 20 years of experience, Katherine Ketter, CDP, PCHA, Director of Customer Experience for Health Partners Plans, demonstrates what all businesses can and should be learning from the best healthcare companies, including customer journey mapping; “meeting customers where they are” and providing “trauma-informed” customer care; collecting and using data to better target, customize, personalize and demonstrate empathy in all communications; reconsidering KPIs (“keeping people informed and engaged”); training all workers on customer experience; collaborating across departments; prioritizing diversity, equity and inclusion; and “surprising and delighting” staff to optimize employee experience.