Clear & Simple is a mindset—a way of doing business that keeps a focus on the customer in all the work we as communicators do. By using clear language and making simpler interactions, we can create experiences that are easy, useful, and enjoyable for users.
There are many facets of Clear & Simple, such as website usability, product design, marketing materials, payment and cost share, and more. Our speaker, Ed Lanigan from Blue Cross Blue Shield of Michigan (BCBSM), will focus his presentation on applying the Clear & Simple principles to customer letters. Considering BCBSM sends over 10 million letters a year, it’s an important aspect of their business.
Please register by Tuesday, March 20, 2018.
- Wednesday, March 21, 2018
- 6:30 pm: Networking
- 7 pm: Program
Lawrence Technological University
Taubman Complex Conference Center, J351
21000 West Ten Mile Road
Southfield, MI 48075
- Students: free with ID
- Members*: $10
- Non-members: $20
* Honorary members for the evening: employees of the sponsoring organization and members of sister organizations (UXPA, CHI, and ASTD)
Ed Lanigan—a Brief Biography
Ed brings 20+ years of multi-industry experience focused on customer experience, service performance, and six-sigma continuous improvement. Ed started working with Blue Cross Blue Shield of Michigan in the Fall of 2011, the same year the Customer Experience team was being launched. Michigan was one of a few other Blues clients Ed was working with and traveled into Detroit from New York each week. After a few years of near-full time projects, he left the agency he was working with to become a full-time BCBSM employee and relocated to Michigan.
While working with Blue Cross, he has supported a range of initiatives, all focused on improving the customer experience. Depending on the root cause and business priority, solutions were implemented at various levels.
Prior to working with the Blues plans, Ed worked in the financial and telecom industries—all segments that have no “product”—so the customer could only experience the service through the touchpoints and interactions.
Ed’s early career started with work for Grumman Aerospace as an engineer. His education includes a MS in Bio-Medical Engineering from SUNY Stony Brook and a BS in Mechanical Engineering from Clarkson University. Ed is married and has four sons, ages 25, 23, 21, and 16.