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?