Step inside a leading healthcare organisation and discover how Bupa is setting a new benchmark for customer care and operational excellence.
This focused session offers a chance to hear directly from Bupa’s Member Services team and learn how a clear purpose – to help people live longer, healthier and happier lives – has enabled fast, compassionate access to healthcare across voice and digital channels.
You’ll gain behind-the-scenes insight into the Unstoppable Experience Programme and learn how sustained investment in coaching and development transformed the customer experience and delivered meaningful results.
The session also showcases how Bupa has reshaped healthcare pathways – accelerating access to mental health support, advancing cancer care, and improving diagnostics – while empowering colleagues through changemaker initiatives that drove strong engagement and retention. Together, this creates a compelling case study in purpose-led transformation and lasting impact.
Agenda
Hear the latest news and updates on the CCMA and what to expect from the day.
Kate Law, Director of Membership and Learning, CCMA
Bupa welcomes you to meet the team where they will share the background of their operation and their incredible journey to winning Gold for Best Customer Service Team at the European Contact Centre & Customer Service Awards (ECCCSA) in November.
Beyond Healthcare: How Bupa Turns Purpose into Action
Bupa is setting a new benchmark for exceptional customer care and operational excellence.
With a clear purpose of helping customers live longer, healthier and happier lives, their 1,000-strong Member Services team delivers rapid access to healthcare with empathy and clarity across voice and digital channels.
In this session, you’ll discover how Bupa:
- Transformed customer experience through the Unstoppable Experience Programme, investing 55,000 hours in coaching and development.
- Delivered measurable impact: ASA reduced from 99s to 23s and a +70-customer experience rating.
- Innovated healthcare pathways, from mental health support within 10 days to advanced cancer care and rapid diagnostics.
- Empowered colleagues with changemaker initiatives, engagement scores of +85, and 0% attrition during trials.
When is it?
Date: Thu 12 Mar 2026
Time: 09:00 – 13:00
Location: Bupa, Manchester
Who is it for?
How much is it?
Free to attend.