Prudential Financial transformed its customer experience by embedding the voice of the customer into strategic decisions and positioning customer obsession as central to business growth. The company introduced digital self-servicing, personalized platforms, and virtual callbacks, leading to improved ease-of-use scores in 8 of 10 key digital engagements, a 9-point NPS boost among institutional investors, and one-third of customers using virtual callbacks. This customer-centric shift, supported by Medallia, aligned CX with cost-efficiency and talent development, making it a core pillar of organizational transformation.

Join for free to read