episode 784

HCSC Executive Greg Brown on Driving Proactive, Predictive, and Personalized Customer Service

Greg Brown the Chief Customer Service Officer at Health Care Service Corporation (HCSC), the largest customer-owned healthcare organization in the United States. Greg has roughly 12,000 employees on his team, and holds a particularly critical role in the organization focusing on the customer experience and the role technology plays to enhance that experience. Prior to joining HCSC, Greg held various operational roles as SVP at The Hartford. July 13, 2023

784: Greg speaks about being a customer-focused organization and leveraging technology to drive a proactive, predictive, and personalized customer experience. He emphasizes the value of a positive attitude, positive habits, and continuous improvement in achieving success in customer service and why he looks for humility, emotional intelligence, accountability, and learning agility when recruiting talent for his team. Finally, Greg talks about the trends in technology that are on his radar, how those trends aim to impact the customer experience, and the keys to success that have helped him throughout his career.

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"We focus in on the values, integrity, respect, commitment, caring and excellence."

The World Class IT principles in yellow were the focus of this interview

  • 01 1- People
  • 02 2- Infrastructure
  • 03 3- Project and Portfolio Management
  • 04 4- IT & Business Partnership
  • 05 5- External Partnerships

From strategy to implementation

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