In this episode, we hear from Vitality Health CDO David Priestly about the revolutionary approach they’ve taken to proactive customer service. He explains how the company identifies performance problems in real-time and proactively reaches out to them to address the problem. This approach has helped Vitality health to improve customer loyalty and significantly reduce churn.

David also talk about how Vitality sped up innovation during COVID-19 to allow partners to be onboarded quickly despite the pandemic. This ensured customers could continue to earn and redeem rewards that were more relevant to the current situation.