We caught up with Tina Paterson, Head of Process Transformation at BUPA ahead of her presentation at the Customer Experience Management event in May.
She shared her tips and insights on changing your culture and processes to achieve customer centricity.
Watch the full interview here to find out: - The steps BUPA is using to drive a culture of continuous improvement
- How they have embedded a culture of customer centricity throughout the organisation
- The strategies used to engage with senior management to create a customer centric culture
- How BUPA is using KPIs to motivate and drive continuous improvement and the results achieved so far
- How the customer is the heart of the business
- The challenges faced when transitioning to a customer centric culture and how these challenges have been overcome.
Interested in learning more? Check out the Customer Experience Management event program
here.