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
Crushing your CAC: Maximize click-buy-repeat
Crushing your CAC: Maximize click-buy-repeat Webinar synopsis:Are soaring customer acquisition costs shackling your financial potential? Join Zack Hamilton as he shares battle-tested strategies to slash your customer acquisition costs by optimizing your customer’s journey at every touchpoint. Learn how to: Related resources
From click to collect: Turbocharging revenue with digital experiences
From click to collect: Turbocharging revenue with digital experiences From click to collect: Turbocharging revenue with digital experiences Digital experiences are the linchpin of customer journeys, influencing retention, acquisition –and of course, revenue. Get the tools and knowledge your brand needs to elevate customer satisfaction, break down organizational barriers, optimize for target segments, and leverage […]
The digital retail playbook: Four silos that rob brands of revenue
The digital retail playbook: Four silos that rob brands of revenue Join Zack Hamilton to learn why a fragmented digital strategy is robbing you of revenue. Get a step-by-step breakdown of the Digital Retail Playbook used by brands to: Related resources
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.