Bupa Australia & New Zealand
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Sharon Hayward

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Conversation about Co-creating the contact centre of the future has Ben and Sharon sharing their insights on a transformational change about how Bupa created new knowledge to support customer service.

Knowledge Solutions Manager, Customer Service, Bupa Australia and New Zealand
Sharon is leading a multi-year Knowledge transformation program that targets a significant uplift in internal knowledge experience which will in turn enrich the experience of Bupa’s customers. Incorporating business modelling, design thinking, Agile approach and Human Centred design, the team is successfully changing the way Bupa people are thinking about knowledge management in a customer environment and the relationships between the knowledge services team and internal and external stakeholders.