Speakers
Todd Walthall is senior vice president of Customer Experience at Blue Shield of California, a 4 million member nonprofit health plan that serves the state’s commercial, individual and government markets.
As part of the company’s overall mission to ensure all Californians have access to high-quality health care at an affordable price, Walthall is leading the enterprise on a journey to transform our customers’ experience across all channels into one that is simple, easy and intuitive. In addition to redesigning our customer interactions, Walthall oversees claims, customer service and enrollment operations.
Walthall has more than 20 years of customer service leadership, most recently as vice president of Digital Service Integration at American Express, where he integrated the customer service experience across all channels. Prior to American Express, Walthall held senior leadership roles at USAA, including senior vice president of Channel Management and head of Deposit Products.
Walthall holds a bachelor’s degree in business administration from Emmanuel College Boston.