Mack McGee — Chief Marketing Officer, CareFirst
Published:
There is no experience agenda for a company that is separate of the company’s agenda… what we got into early was the idea that we were gonna create an experience scorecard that was made up of measures from across the organization that honestly were being measured and reported on and discussed, but we were gonna have that conversation through an experience lens going forward and what the impact was… It allowed people to see their work in the scorecard, and it allowed people to see that their work matters as it relates to experience.
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-there-is-no-experience-agenda-for-a-company-that-is-separate