Emerging Channels Case Studies


2018 CX Best Practice Award Winner –  Emerging Channels – BlueCross Blue Shield of North Carolina

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Since 1933, BlueCross BlueShield of North Carolina (Blue Cross NC) has offered its customers high-quality health insurance at a competitive price and has led the charge toward better health and more consumer-focused health care in our state. Blue Cross NC is a fully taxed, not-for-profit North Carolina company with major operations centers in Durham, Fayetteville, Winston-Salem, and an office in Charlotte. We also operate three consumer-facing brick and mortar storefronts across the state. We employ more than 4,700 North Carolinians and serve more than 3.89 million customers. This includes about one million served on behalf of other Blue Plans.

Learn how Blue Cross NC ensures a seamless experience for their members with their live chat channel by providing the same high level of accessibility and service as their existing servicing channels.


2017 CX Best Practice Award Winner – Emerging Channels – EA Worldwide Customer Experience

Criteria: This award recognizes the organization that has demonstrated a CX best practice which improved, or helped maintain high first call resolution (FCR) and customer experience (CX) performance.

Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones, and tablets. In fiscal year 2017, EA posted GAAP net revenue of $4.8 billion. Headquartered in Redwood City, California, EA is recognized for a portfolio of critically acclaimed, high quality blockbuster brands such as The Sims™, Madden NFL, EA SPORTS™ FIFA, Battlefield™, Dragon Age™ and Plants vs. Zombies™.

In late 2015, WWCE created XLabs, a customer experience (CX) focused lab to pioneer innovations in artificial intelligence (AI), technology infrastructure, and new player experiences. XLabs focuses on helping players get the most from their games by creating frictionless player experiences. This case study summarizes the award-winning, emerging channel best practices implemented by EA Worldwide Customer Experience.

2015 Contact Center FCR Best Practice Award Winner – Chat Channel – UPMC Health Plan

UPMC Health Plan SQM's Chat Channel Best Practice Award Winner

Criteria: There are 15 distinct Best Practice Awards (i.e., Omni-Channel, Web Self-Service, IVR Self-Service, Chat Channel, Quality Assurance Program, Desktop Applications, CSR Recognition Program, Career Development Program, Call Handling Practice, Real-Time CSR Support Queue, Performance Management System, CSR Coaching Program, CSR Training Program, CSR Hiring Process, Standard Operating Practices).

These awards recognize the organizations that have demonstrated they have improved or helped maintain high first call resolution and customer satisfaction performance.

UPMC Health Plan, the second-largest health insurer in western Pennsylvania, is owned by UPMC, an integrated global health enterprise. The integrated partner companies of the UPMC Insurance Services Division – which includes UPMC Health Plan, UPMC Work Partners, LifeSolutions (EAP), UPMC for You (Medical Assistance), and Community Care Behavioral Health – offer a full range of group health insurance, Medicare, Special Needs, CHIP, Medical Assistance, behavioral health, employee assistance, and workers' compensation products and services to nearly 2.3 million members. Their local provider network includes UPMC as well as community providers, totaling more than 125 hospitals and more than 11,500 physicians throughout Pennsylvania and parts of Ohio, West Virginia, and Maryland.

They seek to offer the highest quality and value to their members and their community. As part of the UPMC family, they work closely with the world-class hospitals, physicians, and researchers at UPMC, and with community provider partners across their service area, to deliver award-winning health care products, programs, and services. They seek to do all this with a personal touch, helping members and their families enjoy the best possible health and quality of life.

At UPMC Health Plan, we have successfully deployed Mobile Chat. This new channel is supporting our mission to offer innovative solutions for our members, along with service excellence. It is our goal to provide members a choice of how they can contact us at any time. Our call center has already deployed many methods of communicating such as telephonic, email, fax, secure messaging, and online live chat. We also offered an interactive mobile app that was being highly utilized for self-service, so we wanted to take this to the next level. With this, we made the decision to explore leveraging mobile chat. Our Consumer Innovation team led the charge to get this started.

Consumer Innovation understands people deeply, designs exceptional digital experiences, and coordinates efforts to create solutions that increase engagement, access, quality, and savings for all who interact with UPMC Health Plan. We have a consumer-centric approach to developing health tools and technology.