| CASE STUDY |

Demonstrating Tangible Commercial Success: Hear how Bupa's Micro Moments analysis led to a CX Revolution

• Problem: Bupa faced the challenge of precisely quantifying the commercial impact of micro-moments on customer experience, all while dispelling the perception that CX is merely a soft capability practice rather than a driver of tangible commercial outcomes. 
• Action: Hear Bupa’s story on how they took action by engaging a highly skilled analytics team to craft a model connecting micro-moments to financial impacts, working collaboratively with partners to gather robust behavioural insights that fuelled their CX initiative. 
• Outcome: Insight into how elevating micro-moment analytics resulted into pivotal drivers of commercial success. This transformation not only improved CX prioritisation within the business but also disrupted conventional wisdom, challenging the notion that CX is solely a soft capability.