DARE2DO - Benenden Interview

We caught up with Heather Drinkwater, Head of Operations at Benenden Health, at Disrupt UK 2024, where she discussed their CX innovation journey. Heather shared how Benenden transitioned to digital, upgrading their claims and telephony systems to Genesys Cloud and seamlessly transitioning staff to new processes - all while delivering exceptional CX.

She highlighted the balance between introducing AI and maintaining a human touch, especially for their older demographic, and how direct member feedback helps them stay on track.

Over the next five years, Benenden’s focus will be on digitising processes without sacrificing personal interaction. She highlighted how direct feedback from members, whether through emails, letters, or in-person, serves as an indicator that they're getting it right.

Watch the full interview to learn more about Benenden Health’s innovative CX approach!