Ingrid Lindberg is a serial Customer Experience Officer (CXO). As the first CXO in the country, she has been on the leading edge of customer experience and engagement for over 20 years. Her experiences have spanned the Fortune 500 across Finance, Healthcare, Packaged Goods, Telco and Retail. She’s the CXO at Chief Customer and helps companies turn customer experience theory into practice – working with companies to create differentiating customer experience strategies and the cultures to support them.

As President of Kobie Marketing, she was accountable for providing strategic leadership for the firm and operational oversight. She drove the creation of the company’s first corporate strategy and supporting operational management framework. She also led the creation of product and technology roadmaps and crafted the firm’s consumer strategy. Lindberg drove a 30 percent increase in employee engagement and a 200+ percent increase in client satisfaction.

As CXO at Prime Therapeutics, Lindberg was responsible for developing and leading 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 21 percent increase in helpfulness of information and a 24 percent reduction in the net effort. At the end of her tenure at Prime, members were reporting a 95 percent Satisfaction and Loyalty score – for the 6th consecutive quarter – 20 points higher than anyone else in the industry. Prime was able to correlate that the higher satisfaction led to better adherence. Consumers who were highly satisfied were 2.8 more likely to be adherent.

Prior to joining Prime, Lindberg was the CXO at Cigna and was accountable for transforming the company into a consumer centric brand. Her efforts led to a 156 percent improvement in customer understanding of benefits, a 50 percent 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 Use™). The Words We Use™ is the benchmark for health plan communications in America and is being actively used by all major national payers.

Before her time at Kobie and Prime, Lindberg held roles with American Express, Pillsbury, Definity Health, UHC and Ceridian, always working to design and enhance experiences for employees and customers.
Lindberg was named 2014 Maverick of the Year by the Stevie Awards for Women in Business for having a significant impact on her industry. She also was awarded a 2014 Gold Stevie for the best new consumer product or service of the year for primehelps.com – a tool that simplified health plan selection for consumers to 3 clicks.

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 an internationally recognized keynote speaker and is heavily quoted by top publications including the Wall Street Journal, Fox Business and Bloomberg.