CX expert series: Dean Arcan – Bupa Global

Bupa Global know that supporting globally-minded individuals means thinking globally themselves. They have advisors, doctors and nurses based around the world, helping provide a multi-lingual service – giving customers the benefit of their international experience. To maintain this focus, they remain free of shareholders, re-investing profits back into the business. It fuels their drive to improve their services and offer access to cutting-edge care.
Bupa Global’s award-winning customer experience program is focused on putting customers at the heart of the business. In this short video, Dean Arcan, CX Leader at the company talk about what he’s most proud of in their CX work. He explains how the team have worked to build a CX community across the business, engaging people at every level to ensure they remain passionate about doing the right thing for customers. Dean also offers his advice to organizations just getting starting on their Voice of the Customer journey. He highlights the importance of maintaining the right balance between CX technology, people, and processes to deliver a framework for success. He says that without that balance, businesses will struggle to succeed – and on occasions, his team has learned the hard way!
Finally, Dean talks about his experience of working with Forsta. Over several years, Forsta and Bupa Global have built a true partnership that goes beyond a customer/vendor relationship and has become a true team of peers, working together towards a common goal.
Related resources
The successful habits of CX professionals
The successful habits of CX professionals To survive as a professional in today’s world of tight budgets and limited resources you need to make sure you’re focusing on the right skills. What separates leaders from underachievers? What must the modern CX professional master to achieve their ambitions? We analyze what 435 professionals in the US […]

HX Catalysts: Social listening booster
HX catalysts Social listening booster Amplify the unheard truth in local reviews Social listening booster Your customers are talking about you everywhere. But are you listening? Are your survey response rates falling off a cliff in certain locations? Do you know what the difference is between each of your local markets? And how to maximize […]

HX Catalysts: Predictive NPS
HX catalysts Predictive NPS Scale up your CX program’s reach and impact Predictive NPS Do you know how satisfied 100% of your customers are? Can you pinpoint your detractors and promoters? Are you personalizing each touchpoint? Are you using your CX insights to reduce customer churn? Are you making the most of your up-sell and […]

Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.