Mack McGee — Chief Marketing Officer, CareFirst
Published:
These folks were doing amazing work, but they were clicking between 12, 14 screens to try and answer a question that Greg the member called in for… And so we said, ‘Let’s go invest there.’ And so we invested in overhauling the technology that defined the service center for us, to make that experience not just better for the member, but better for the employees that were showing up every day to do their job. And I think that’s what’s beautiful about the total experience is it looks at the extrapolation of how these things play in.
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-these-folks-were-doing-amazing-work-but-they-were-clicking