Medibank: Genuine customer-centered health care

How Medibank can improve CX with customer-driven insight 

With Medibank continually driving customer focused development, Craig Drummond, Chief Executive Officer, says “our number one priority is to focus on customer needs and outcomes to improve brand value. What is clear is that we need to put our customers at the centre of everything we do.” – CMO 

To be customer-led, Medibank needs to co-create and validate decisions with customer-driven insight. Using an insight community allows you to engage with customers at every touch point in their end-to-end journey – leveraging real-time, ongoing and actionable feedback to make business decisions with confidence.

Customer-led health care brands like Aurora Health Care, Kaiser Permanente and Horizon use insight communities to gather rapid and continuous feedback in a safe, confidential and secure environment.

“We are very focused on increasing transparency for customers by making our products simpler and helping them get the best value from their cover.”

– David Koczkar, Chief Customer Officer- Medibank media release

How Vision Critical Drives Customer Centricity

Drive actionable customer insight

Gather rapid ongoing, customer feedback and drive the insight you need to validate decisions

Stay ahead of the competition

Compete fiercely alongside Bupa Health Care by getting minimal viable products (MVP) in front of your customers, early and often

Lead smart innovation and marketing

Gather quality feedback in real-time to drive confident customer-backed decisions

Invest in customer backed initiatives

Bring the customer to the centre of business decisions

But don’t take our word for it.

“Only by focusing on what our customer needs are, not just today, but as they evolve over time, can we hope to maintain the competitive edge in our products, in our services and in our marketing to our members.”

Ed Lara
Director, Marketing Strategy


“KP Member Voice is a great way for us to reach our members. We can close the loop by showing them we want to hear from them and that their opinion is valued.”

-Karen Tsang
National Market Research


See what Vision Critical can do for you.

Watch our demo to learn how you can engage your customers to drive better business decisions.

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