Case Study: Bupa doubles response rates and becomes data-driven with Adobe Experience Cloud

Bupa UK uses Adobe Experience Cloud to enhance experiences through a data-driven understanding of customer journeys

Bupa UK, a global healthcare company headquartered in London, needed to modernize its digital presence as customers increasingly research plans and request quotes online. The organisation wanted to support a growing online audience, make information easier to access, differentiate the brand through superior customer experiences, and gain a complete view of customer journeys by integrating data into a single dashboard.

Bupa implemented Adobe Experience Cloud (Adobe Analytics, Adobe Target, and Adobe Professional Services) to connect its data warehouse, create easy-to-use dashboards, and train teams for self-service analytics and personalization. The result was faster, data-driven decision making—100% increase in response rates and doubled targeted response rates within 21 days—plus 2x more strategic inquiries, a 75% reduction in simple report requests, ~80% growth in digital skills, and improved PPC ROI and personalization.

Bupa

Maurice Ky

Analytics Manager