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EXECUTIVE PROGRAMS
at The George Washington University School of Business
offered in partnership with the Zschool

Customer Experience Advisory Council Member Profile


Keta Patel

Blue Cross Blue Shield Association
Manager, Consumer Experience
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Areas of Expertise

CX Management, CX Design, Human-Centered Design, Journey Maps, Storytelling, ROI, Digital Transformation and engagement, Culture, CX Improvement, and Prioritization, CX Governance, CX Strategy
Keta Patel is a Consumer Experience (CX) professional with over ten years of working experience in design, strategy, and research. With a human-centered design experience, she has developed journey maps, service design blueprints, and strategic vision for clients in healthcare, technology, financial services, and retail. She drives strategic consultations to lead clients from CX vision to execution and helps connect CX efforts to business outcomes.

Keta currently works at the Blue Cross Blue Shield Association in Chicago and as part of the brand experience team, she implements and drives a customer experience culture that brings the BCBS brand promise and purpose to life. Her role includes creating awareness, mutual understanding, and cross-functional collaboration leading to true CX adoption throughout the organization. She brings the ‘outside-in’ mindset for improving the customer experience across the 36 Blue Plans.

She leads the CX Management workstream and consults with the BCBS Plan leaders to help them build strong capabilities in Measurement, Consumer Understanding, Strategy, Program Management, and Culture.

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     712 H Street NE  #1530
     Washington, D.C. 20002

Contact:

Kevin Kellbach
Title: Director, CLAI        
Phone: 202-313-7699   
Email: kellbach@gwu.edu  
Webpage: https://business.gwu.edu/kevin-kellbach

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  • Home
  • About Us
    • About GWSB
    • About zSchool
  • Contact Us
  • Our Programs
    • Design Thinking Certificate >
      • The DT Difference
      • Faculty and Leadership
      • Academic Overview
      • Upcoming Classes
      • Curriculum
      • Customer Experience Certificate >
        • The CX Difference
        • Faculty and Leadership
        • Academic Overview​
        • Upcoming Classes
        • Curriculum
        • In-Classroom Program
        • Online Program
        • Program Faq
        • Register Now
      • In-Class Experience
      • Online Experience
    • Transformative Leadership in Disruptive Times >
      • THE TLDT DIFFERENCE
      • Faculty & Leadership
      • Upcoming Classes
      • Curriculum
      • Register Now
    • Cybersecurity Certificate >
      • Cybersecurity Difference
      • Academic Overview
      • Upcoming Classes
      • Curriculum
      • In Class Experience
      • Online Experience
      • Program Faq
      • Register Now
    • Digital Marketing Certificate >
      • Digital Marketing Difference
      • Academic Overview
      • Faculty and Leadership
      • Upcoming Classes
      • Curriculum
      • In Class Experience
      • Online Experience
      • Register Now
    • Women in Leadership >
      • Faculty & Leadership
      • Curriculum
      • Upcoming Classes
      • Register Now
  • Custom Programs