21 - 22 February, 2018 | Australia

Renee Jeffrey

Customer Experience Design Manager
Bupa


12:10 PM Bupa’s Retail Store Journey’s Impact on Customer Engagement and Service Delivery

For past year, Renee has been working with the retail network to drive Bupa’s new concept stores.
Currently there are 7 ‘stores’ open which have all been designed around people, customer and environment.
The key aim of these stores were to reinvent how customers perceive and interact with health insurance and creating a channel that truly personalises each individual customer experience.

  • Designing Bupa’s new retail network to respond to people, customer centricity and the environment
  • Recruiting and training instore talent to move from being sales focused to customer experience and customer led
  • Measuring success around: 1) ease of interaction 2) efficiency of staff and 3) connection with customers
  • Using human centred design and a combination of data and people to find the root cause of pain points


Check out the incredible speaker line-up to see who will be joining Renee.

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