Mack McGee — Chief Marketing Officer, CareFirst
Published:
I look at total experience really as what is the promise the organization is making, right? And how well are we fulfilling that promise to the people we serve? And there’s a lot of people that go in around that… For us, that’s a lot of the mission around access, affordability, equity, and outcomes. And then looking at how are we doing at driving on those things through the different strategies, and efforts that we’re deploying, and how well are we delivering on that on behalf of those we serve.
What does Mack McGee say on The Agile Brand with Greg Kihlström?
Mack McGee, Chief Marketing Officer, CareFirst, says: CareFirst CMO Mack McGee discusses how to operationalize Total Experience by reframing experience as a mission-driven organizational principle rather than a marketing metric. He explains how a shared experience scorecard unites cross-functional teams, argues that improving employee tools enables better member outcomes, and outlines a pragmatic, human-centered approach to AI that automates routine tasks so people can focus on higher-value interactions.
From: The Agile Brand with Greg Kihlström
Cite as: Mack McGee. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/mack-mcgee-i-look-at-total-experience-really-as-what-is-the-promise-the