Case Studies

Case Study: Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

Case Study: Bupa’s contact centre transformation: leveraging new technologies to drive a personalised customer experience

In this case study, Daryl Niemandt, Head of Contact Centres and Partnerships at Bupa, explores the new technologies and people capabilities used in the contact centre to improve customer experience and the tools they are using to better understand and solve customer pain-points.