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Key Takeaways
Success in personalization for Bupa involves meeting customer expectations for a seamless and personalized healthcare experience.
Bupa's target state architecture is aligned with its business strategy and aims to deliver a unified customer engagement engine.
The journey towards personalization at Bupa involves building foundations, integrating channels, and connecting member experiences.
Tangible outcomes of personalization efforts at Bupa include increased customer engagement, improved sentiment, and high Net Promoter Scores.
Successful personalization efforts have led to double-digit growth in customer engagement and positive member experiences.
Trusting the data is essential for making data-driven decisions and reducing the influence of subjective opinions in decision-making.
Shifting from a product-focused approach to a customer-centric approach requires alignment across product owners, channel owners, and business goals.
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