CX Expert Series: Dean Arcan - Bupa Global

Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 

Author Bio


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 Confirmit. Over several years, Confirmit 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.

Check 2019 ACE Awards Book to find out the secrets behind the world's leading Customer Experience and Voice of the Customer programs. 

The 2019 ACE Award Winners’ Showcase celebrates the success stories from companies who accomplish outstanding achievement in Customer Experience. The companies featured in the book are using the Voice of the Customer to make better business decisions that deliver better business outcomes; increased revenue, reduced costs, and company-wide culture change. GSK, LexisNexis, Mars Inc., Wyndham Destinations Asia Pacific and Virgin Money are just a few of the award-winning case studies that will inspire you to turn customer experience into a serious force for business change.

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