Episode 68 - Ingrid Lindberg

Ingrid Lindberg was named Customer Experience Officer of CIGNA Corporation in January, 2008. She is responsible for developing and overseeing the implementation of a corporate-wide customer experience strategy, which addresses all matters related to how CIGNA engages and serves the individuals covered by CIGNA benefit plans. Her leadership has earned the CIGNA Customer Experience Office national and international recognition. Notably, Ingrid and her team earned the Gold Medal award at the 2009 Gartner Customer Relationship Management Summit for their exemplary customer strategy as well as a customer experience excellence award. The effort has led to an improvement in customer understanding of their benefits in excess of 100 percent, a 50 percent reduction in the number of printed materials customers receive, and the use of simpler language that doesn’t rely on insurance jargon. It also led CIGNA to become the first in its industry to offer 24 hour-a-day, seven day-a-week customer service for all its medical, dental and pharmacy plans.