This is a session at Paris, 10 – 12 April 2019

All speakers and sessions here:

Bupa’s Customer Lab – Learnings From Driving Customer Focussed Innovation Within A Health And Care Multinational

The Customer Lab was founded in 2017 is designed to support Bupa in delivering our purpose supporting our customers to live longer, healthier, happier lives. We want to better understand our customers and their health challenges to deliver the products and services they really need, by harnessing digital innovation. The Lab sits within Bupa’s Head Office in London and brings together design, technology, data and actuarial science in partnership with Bupa’s business units across the globe and the start-up community to solve customer problems in health & care.  John was responsible for the creation of the Customer Lab and will take you through the learnings that shaped its design and what has worked and importantly what hasn’t during its first 2 years.

John Moore

John Moore has always had curious mind. As a kid, he would break stuff apart to discover its inner workings and see if there was a smarter way to put the parts back together. He continues this disruptive quest in leading Bupa’s Customer Lab – the global health and care company’s new initiative to deliver more intuitive and connected customer experiences.

John began his career putting Australia’s Northern Territory on the tourist map before joining the National Australia Bank. It was there the trained economist discovered his talent for using data to solve customer’s problems, going on to transform the brands and customer experiences of Canada’s Scotiabank and CIBC, telecoms giant Vodafone, and Australian businesses, Suncorp and Australia Post.

These days, John is focused on finding the ways we can all be better connected to the people and services we need to ensure we live longer, healthier, happier lives. The Bupa Customer Lab is driven by improved customer experiences and is working to make the healthcare journey easier by utilising new technology and digital advancements.