Evidence-based strategies for embedding CX into your company’s DNA.

Evolving consumer expectations are reshaping the CX landscape. This session will delve into a five-step process to deliver a customer obsessed transformation, and how to anticipate and meet future customer needs to stay ahead of the competition. Abhii Parakh, Head of CX, Prudential Financial will delve into Prudential Financial’s case study and transformation journey, touching on key questions, including those outlined below: 

• Prudential’s 5-step transformation.
• Learnings to keep the momentum going.
• What’s Next for CX at Prudential.

Evolving consumer expectations are reshaping the CX landscape. This session will delve into a five-step process to deliver a customer obsessed transformation, internally and externally and how to anticipate and meet future customer needs to stay ahead of the competition.  Abhii Parakh, Senior VP, Customer Transformation, Prudential Financial will delve into Prudential Financial’s case study and transformation journey, touching on key questions, including those outlined below:

·       Talent transformation – gaining buy from stakeholders and global senior leadership

·       Infusing CX into the organisational DNA to become customer obsessed. How do we embed this into the company belief system and convert detractors into promoters?

·       How do we incentivise employees? Examples of the champions programme with 300 advocates worldwide.

·       What steps can be taken to guarantee peace of mind for the customer?

·       How are Prudential Financial including the Voice of the Customer (VoC) in decision making processes?

·       What learnings has the business taken away to ensure growth and growth drivers to date?

·       What next steps are Prudential Financial taking to become industry leaders of CX by 2027?

Abhii Parakh

Head of Customer Experience
Prudential Financial

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The only strategy consumers see is the execution. How do you rethink your business model to adopting a customer-centric approach and fostering a culture of continuous improvement. This means re-evaluating and redesigning experiences to prioritise customer needs, using data and AI to gain insights and streamline interactions, and empowering employees to deliver exceptional service.

We will dive into a 15-minute presentation with former VP, Global Brand and Marketing for LEGOLAND Parks and Resorts, Ash Tailor and then segway into a 15-minute fireside chat:

• Assessing the ability to identify pain points and opportunities for customer service enhancement
• How to ensure a seamless and satisfying experience across all touchpoints
• Examples of bringing a brand to life – applying the theory and science

Ash Tailor

Former VP, Global Brand and Marketing
LEGOLAND Parks and Resorts

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Join us for an engaging conversation with Toussaint Celestin, the Principal Product Marketer for AI platform & industry solutions at Talkdesk, on leveraging Ai to deliver hyper-personalised, omnichannel customer experiences. This 30-minute fireside chat will delve into actionable insights to help you design a roadmap for integrating Ai into your contact center strategy, whether you’re just starting or refining your approach. Discover practical frameworks, hear success stories, and learn how to overcome common challenges in adopting Ai for exceptional customer service.

Key Learnings

• Understand the core elements of an Ai adoption framework tailored to your contact center’s unique needs.
• Identify the best starting points for integrating Ai into your customer experience strategy.
• Recognise and avoid common mistakes that derail Ai projects in contact centers.
• Design a phased Ai implementation strategy for scalable and sustainable success.
• Explore real-world examples of how companies have optimised CX and achieved measurable ROI with Ai.

Sponsored by: Talkdesk

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Toussaint Celestin

Principal, Product Marketing Manager - AI
Talkdesk

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Current state of customer service, potential AI opportunities, and the challenges companies face in implementation

AI in customer service has evolved significantly, with technologies such as chatbots, virtual assistants, and AI-driven analytics being widely adopted to streamline operations, enhance customer experiences, and reduce costs. However, the integration of AI presents both remarkable opportunities and notable challenges for companies.

Opportunities to be discussed include:

-       How AI solutions can handle a large volume of customer queries simultaneously, providing 24/7 support and significantly reducing response times

-       How advanced AI algorithms can analyse customer data to deliver highly personalized experiences, boosting customer satisfaction and loyalty

Challenges to be discussed include:

-       How to ensure robust security measures are in place for the protection of sensitive customer data while using AI systems, requiring

-       The complex pain points when integrating AI solutions with legacy systems

Noha Mokhtar

VP – Regional Head of Customer Service, MENA
DHL Express

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Michael Nevski

Director of Global Insights
Visa

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Dr Tom DeWitt

Director - CXM
Michigan State University

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