Case Study: Bupa achieves 195% higher service message reach with Pegasystems' Pega Customer Decision Hub

Personalizing healthcare journeys with Pega Customer Decision Hub

Bupa, a global healthcare provider, was facing rising pressure from changing customer expectations, digital health adoption, and the need to engage members more proactively across its expanding services. Its traditional reactive engagement model could not easily deliver timely, relevant communication at scale, and Bupa needed a more trusted, personalized way to support members throughout their healthcare journeys.

Working with Pegasystems, Bupa implemented Pega Customer Decision Hub as a customer engagement engine to deliver real-time, multichannel messaging across seven channels. The solution helped Bupa increase service message reach by 195%, grow audience reach by 375% in dental journeys, and double proposition uptake, while also improving NPS and strengthening member trust.

Bupa

Cale Urwin

Director, Business Capability, Health Services Data