Bupa is a large global organisation and within the UK has over 26,000 employees supporting over 4.7 million customers with their health and care needs. As one of the leading health insurance providers in the UK, Bupa Insurance has witnessed the impact that Covid-19 has had on the population and the healthcare industry.
The pandemic has changed the world as we know it, our outlook on the world and our attitude to health and wellbeing. During the pandemic the limited access to healthcare gave rise to a change in how customers looked to access healthcare. Bupa needed to ensure that its people remained close to the customers to understand how their needs were changing so that its products and services could support them in their daily lives and remain relevant and provide value.
To achieve this Bupa set out six strategic challenges to be achieved within 3 months, one of which is to enables its people to get closer to the customer and take ownership for delivering the change needed to improve the customer improvement. During this session Anna Wilcox, Head of Customer experience shares how they did so....