Global healthcare provider Bupa offers a whole range of services, including healthcare, dental, and aged-care facilities. Often when people engage with a company like Bupa, it’s at a time that’s very difficult in their life, dealing with health challenges or aged-care facilities for loved ones. Increasingly aware of this, Bupa’s Australia and New Zealand arm had isolated technology as a potentially challenging factor in the environment it operates in, and did not want to risk its adoption getting in the way of customer experience. According to chief information officer Sami Yalavac, a digital transformation needed to put customer experience at the forefront of everything adopted by the organisation. Bupa has overhauled its digital and data strategies, and embraced hybrid cloud, business analytics, and artificial intelligence (AI), with Yalavac saying it was important these moves towards transformation were made through a customer-focused lens. “We are not doing anything for the sake of digital or technology itself, but to meet our customers’ needs,” he said. The information systems currently service 230 Bupa-owned dental clinics, 38 optical stores, more than 118 aged care homes, and underpin the company’s health, travel, pet, home, and life insurance business. “From this perspective, our CRM platform through Microsoft Dynamics on the Azure platform was the heart of the whole program, tracking every single interaction with our customer. Other systems or capabilities sit around this core CRM capability,” Yalavac said. SEE: Tech budgets 2019: A CXO’s guide (ZDNet special report) | Download the report as a PDF (TechRepublic) Microsoft said the single… [Read full story]
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