Julian Aldeco, VP, Head of Customer Voice & Obsession, Prudential Financial

Show Notes:

Julian Aldeco, VP and Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential’s CX transformation thus far. Julian offers details to guide other practitioners in varied topics, from CX strategy to measurement to culture. We discuss: 

  • What was Prudential’s catalyst for CX transformation? 
  • What were your strategic pillars and success measures? 
  • How did you democratize customer insights? Any lessons learned? 
  • What goals are you working towards now? 

Learn more about Prudential’s CX Transformation here: Case Study: Prudential’s People-Led CX Transformation