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

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.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.