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Bupa set out to become the world’s most customer-centric healthcare provider, undertaking a bold customer experience transformation in healthcare to reach NPS 80+. Together we created the Unstoppable Experience. This employee-led programme boosted engagement, saved £millions, and won Gold and Silver at the UKEXA 2025.
Bupa set out with a bold ambition: to be the world’s most customer-centric healthcare provider, aiming for a Net Promoter Score (NPS) of 80+.
After investing in process improvements and new digital systems, they knew that real transformation would only come from people. The challenge was to design and deliver an employee-led CX programme for 6,000 colleagues — one that not only boosted customer outcomes but also delivered measurable ROI.
Working in partnership, we co-created The Unstoppable Experience — a transformation programme that connects people with strategy and values to drive NPS and member loyalty.
The programme was built around four key focus areas:
Customer-centric culture: equipping leaders with new scorecards, frameworks, and blueprints.
Frontline capability: developing differentiating mindsets and skills proven to drive customer advocacy.
Manager coaching: building skills to coach, embed, and sustain performance.
Barrier removal: addressing system and process challenges impacting customer journeys.
Our diagnostic phase set a clear baseline across culture, skills, and mindsets, ensuring that any investment in the customer experience transformation in healthcare would deliver measurable ROI and linked directly to strategic outcomes.
The Unstoppable Experience has delivered measurable results for Bupa’s people, customers, and business:
NPS 71+ achieved
+10 point uplift in employee engagement
£3.5m savings from reduced attrition, complaints, and absence
11% revenue growth
38% reduction in absence
7% drop in complaints across teams
55,000 shrinkage hours redirected to development
By improving customer-centric care, Bupa’s people are delivering better service and driving sustainable growth. This impact has also been recognised externally at the UK Employee Experience Awards 2025:
🏆 Gold – Best Employee-Driven CX
🥈 Silver – Best Learning & Development
