I caught up with Brittany Knox at MSU’s CXM 360 Conference.  Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management.  She’s also a Project Consultant at BCBS of Michigan.In this episode, she shares:The benefits of walking in the shoes of the employee who is serving BCBS membersThe importance of looking at customer pain points holistically to determine root causesWhy she was led to  background enroll in the MSU CXM program although she was a researcher at Johns HopkinsBrittany KnoxBrittany Knox is a Michigan State University graduate student in the inaugural cohort for the Customer Experience Management program; however, she is not a novice in the CX field.  For the past six years, she has been obsessed with the customers of Blue Cross Blue Shield of Michigan.  As a consultant, her primary focus is tracking and reporting key initiatives that make a significant impact on the customer experience. Prior to that, she coordinated research studies in asthma, ovarian cancer, and autism.  Brittany is passionate about helping minority owned businesses deliver on their brand’s promise.  Through CX, she’s able to tap into her superpower -- connecting with the customer through empathy and building an employee culture that supports the company’s customer experience goals.