Hear Stephanie Laguna, Executive Director, Market and Product Strategy, Kaiser Foundation Health Plan of the Mid-Atlantic States, Inc.

Hear what can researchers do to get a deeper level of engagement from internal stakeholders in customer journey mapping projects. Learn why the insights team must have an in-depth understanding of the organization’s mission and its core values prior to investigating the customer journey. Listen to how developing key metrics that track the cadence of research results will benefit the company to a fuller extent in the long term.