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We take our years of experience in the practice of customer experience and strategy and teach you how to make it work in your business. Not just theory, but real experience, identifying the ROI, driving loyalty and financial results and charting a path for business and cultural change. We help to build strategies, lead workshops, build new CEM programs and jump start existing ones. Let us help you in your customer experience journey.www.chiefcustomer.com

Ingrid Lindberg was named Customer Experience Officer of Prime in March 2012. She was the first CXO in the pharmaceutical industry. She was responsible for design and execution and then implementation of Prime's customer experience strategy, which includes all interactions that Prime has with its 25m members.She also had accountability for all b2b marketing, b2c marketing, creative services, digital strategy/digital assets and consumer insights/market research for Prime.Among the key accomplishments of the team:• Successfully launched primehelps.com in 2013, an online shopper site for the health insurance exchange that helps a consumer to choose the plan best for them. Only requiring 3 steps from the consumer, Primehelps.com was named the best new consumer product or service of the year at the 2014 Stevie Awards.• Overhauled the messaging platform and look and feel for Prime, resulting in extraordinary recognition at the 2013 MarCom Awards, taking first place in two categories and second place in two categories for B2B marketing materials at this global, cross industry forum.•Successfully transformed the focus of Prime to a consumer-centric model, resulting in a 2x increase in ease, and in top of the industry customer experience scores, including a 95% customer satisfaction rating. (http://www.primetherapeutics.com/Files/Press_Release_-_CustSatSurveyAdherence_FINAL.pdf).•Increased member satisfaction was also tied to adherence, proving that the results of the customer experience strategy led to 2.8x increase in adherence.•Ingrid was awarded a 2014 Stevie Award for Maverick of the Year, recognizing leaders who brought significant change to an industry. Ingrid's leadership was also recognized by Direct Marketing News in 2013, naming her one of 40 Under 40 Global Marketers.

Ingrid Lindberg was named Customer Experience Officer of Cigna in November of 2007. She was the first CXO in health care. Responsible for developing & overseeing the implementation of Cigna's customer experience strategy, which addressed all matters related to how Cigna engaged & served their 65m customers.Her leadership earned the Cigna Customer Experience Office national & international recognition.Key accomplishments of the team:• CIGNA became 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; this bold, new approach resulted in the Silver Award for delivery of an excellent customer experience at the 2010 Gartner & 1to1 Media CRM Excellence Customer Awards.• By reducing insurance jargon and using simpler language, coined the "Words We Use" Cigna customer understanding of benefits has improved more than 156%, while reducing number of printed materials customers receive by 50%. This strategy earned a Gold Medal award at the 2009 Gartner CRM Summit for exemplary customer strategy as well as a customer experience excellence award. The team was also awarded a Stevie in 2011 for Customer Communications.• In 2010 CIGNA introduced a completely revamped Explanation of Benefits that is one of only three to earn an “Excellent” designation for Clarity, Content and Design in an evaluation by DALBAR, Inc. DALBAR analyzed the usefulness of this customer summary of care charges and benefit payments from 34 leading carriers, finding more than 68% of EOBs earned failing grades. Cigna's EOB was again awarded the seal of "excellence" in 2011.Ingrid’s leadership was also recognized by Business Insurance’s “Women to Watch” in 2009 and her strategic vision was highlighted in a case study done by IBM Global Business Services: Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead. She was named as one of Hartford's 40 under 40 in 2011.

Ingrid was responsible for overseeing product management and development for Ceridian's comprehensive suite of benefit administration services, including health & welfare, open enrollment, HIPAA administration, profit sharing, money purchase, defined benefit plans, recordkeeping, retiree billing services, QDRO administration and actuarial/ administrative services, tuition reimbursement, commuter services. She also was responsible for strategy, change management, portfolio management, executive leadership development and marketing and communications.In addition to her Product and Marketing responsibilites, Ingrid also led Ceridian Benefit Services Information Technology and Information Services.

Created and launched Cigna's Innovation Lab; purpose: to create a consumer centric service model test environment to test and prove efficacy of model on medical cost trend and customer satisfaction. Ideated, designed and launched enterprise CRM project.Desiged and launched Cigna's HSA product, including all member communications (digital and paper) and redesigned service model.Business owner of Consumerism Strategy Integration into Service Operations and Health Advocacy lines of business

Designed and built consumer engagement strategies and delivery mechanisms such as the nation's first monthly health statement, personalized messaging, consumer based preference communication strategies and seamless interaction models between customer service and clinical support.Served as the leader for Definity Health's Service Operations, charged with designing a consumer centric call center strategy and transforming a traditional TPA we acquired into the new service solution modelDesigned and built a new CSR desktop application - driving down operational expenses 20% and increasing customer satisfaction to 96%. Designed and built the nation's first Health Savings Account (HSA).

As one of the designers of the WyStar platform, Ingrid was recruited into American Express for her expertise prior to the migration to WyStar. She was responsible for supporting the implementation of the WyStar platform within Retirement Services and for designing the new participant experience (call, paper, web) for the spin out of retirement services into Ameriprise.

Responsible for several large, National Account relationships within Pillsbury.

Responsibility for user experience design for the WyStar platform. Her uncanny ability to understand how to design for ease of use began to flourish here.