Case Study: Prudential’s People-Led CX Transformation
Summary
Prudential Financial wanted to go beyond the all-too-common platitudes of customer obsession into standout performance in customer and client experiences. Just two years into the transformation, 92% of Prudential employees believe that the company is making progress toward industry-leading customer experiences (CX). Read this report to learn about the five pillars of Prudential’s people-led CX transformation, why they worked, and what you can do to spark customer-obsessed culture change within your organization.
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