by Rachad Davis
April 11, 2016
Founder & CXO,
Chief Customer, LLC
Ingrid Lindberg is a serial CXO. As one of the first CXOs in the country, she has been on the leading edge of customer experience for over 20 years. She’s partnered with and been employed by and consulted with numerous Fortune500 companies across Finance, Healthcare, Packaged Goods and Retail, working with them to create differentiating customer experience strategies and cultures.
As chief customer experience officer at Prime Therapeutics, Lindberg was responsible for developing and overseeing the implementation of their enterprise customer experience strategy. Her role within Prime was the first of its kind within the pharmacy benefit management industry. Her work led to Prime to a 9 percent increase in ease of use • 21 percent increase in helpfulness of information • 24 percent reduction to net effort.
Prior to joining Prime, Lindberg was the chief experience officer at Cigna where she was recognized for exemplary customer strategy development and received multiple awards for customer experience excellence. Her efforts led to a 156% improvement in customer understanding of benefits, a 50% reduction in the number of printed materials customers received, and the use of simpler language that didn’t rely on health care jargon. The Words We Used is now the benchmark for health plan communications in America.
Before her time at Cigna and Prime, Lindberg held roles with Ameriprise, Ceridian, SSgA, First Data, Pillsbury, Pier One and others, always working to enhance experiences for employees and customers.
Lindberg was awarded a 2014 Silver Maverick of the Year by the Stevie Awards for Women in Business. She also was awarded a 2014 Gold Stevie for the best new consumer product or service of the year for www.primehelps.com.
In 2013 she was named one of the Global 40 Under 40 in Marketing for her customer experience leadership and impact on the healthcare industry. In 2009,Business Insurance named Ingrid a Woman to Watch. She was awarded a Stevie award for customer communications in 2011 as well as a Gold CRM Award for implementation of her Customer Experience Strategy by Gartner. Her work has been highlighted in an IBM Global Business Services case study called Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead. Lindberg is a well known international public speaker and is heavily quoted by top publications including the Wall Street Journal, New York Times, Atlanta Constitution Journal and Kiplingers.