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.
Human Experience essentials Kickstart your CX program We know that gathering feedback from customers and acting on it is your gateway to better products, improved services and can result in higher sales. But launching an impactful CX program can feel as challenging as designing and engineering a car at home. An effective CX program gives […]
Proving the ROI of CX in rocky times Customer retention and loyalty can drive growth in a business and save costs in the long run – even during rocky times! These are results businesses dream of – but how do you get leadership buy-in for your CX program? Howard Lax, Principal Consultant at Forsta shares […]
Get industry insights that matter,
delivered direct to your inbox