There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa

Punk CX with Adrian Swinscoe

Вміст надано Adrian Swinscoe. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Adrian Swinscoe або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.

3M ago 26:07

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Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and surprise & delight strategies.

This interview follows on from my recent interview – The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow – and is number 510 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024.

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#Tech #MBA #Entrepreneur #Business #Marketing #Adrian Swinscoe