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.
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Many feedback programs measure Net Promoter Score movements, but few can reveal the “why” of customer behavior. Forsta’s HX Benchmarks puts performance in context so you can understand what great experiences look like for your customers. Learn more about the human-centered intelligence you need to outperform the market.
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