On-Demand Webinar

Building a customer-obsessed culture: refining NPS as part of a larger CX strategy

Presented by Amy Troop, VP of Digital Experience & Strategy; Jenn Jones, Senior Director, Customer Insights; and Melissa Spike-Meier, Director, UX Research at Centene

Customer experience isn’t just about measuring satisfaction—it’s about driving real business impact. Centene is on a journey to transform its CX strategy by embedding customer insights into every stage of the business.
Join us for this exclusive session featuring CX and UX leaders from Centene, where they’ll share how they are developing a customer-obsessed culture, connecting insights to measurable outcomes, and refining their approach to improving customer experience at scale.

In this webinar, you will discover:

  • How Centene is unifying CX and UX strategies to drive organizational change.
  • The key factors that influence customer satisfaction, retention, and business growth.
  • A data-driven approach to identifying and prioritizing the moments that matter in the customer journey.
  • Practical insights on operationalizing CX improvements across teams.

On-Demand Webinar

Building a customer-obsessed culture: refining NPS as part of a larger CX strategy

Watch on-demand

Speakers

Amy Troop''s headshot
Amy Troop
Centene
VP, Digital Experience & Strategy
Jen Jones headshot
Jen Jones
Centene
Senior Director, Customer Insights
Melissa Spike-Meier's headshot
Melissa Spike-Meier
Centene
Director, UX Research

Additional Resources

  • Report

    The Forrester Wave™: Experience Research Platforms, Q2 2023

  • teaser image webinar screen yellow

    Webinar

    Discovery and innovation research

  • BeforeYouBuildTheBot-hero-image

    Blog

    Before you build the bot: 3 ways to make sure your AI actually helps

    Brands face mounting pressure to deploy AI-powered customer experiences. AI shopping assistants, conversational features...
  • teaser image for webinar sparkle coral

    Webinar

    Pulse Report: Retail Q2 2025 overview

  • 5 truths about campaign readiness Hero Image

    Blog

    5 truths about campaign readiness

    If your team’s go-to-market strategy hinges on performance data after launch, you're in common...
  • UX designs that convert- 4 ways observing Live Conversations accelerates growth Hero Image

    Blog

    UX designs that convert: 4 ways observing Live Conversations accelerates growth

    Your UX strategy should do more than just looking good. In the process of...