Featuring:

John Sciacchitano, VP, Head of Journey Management

Show Notes:

We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that’s sensitive to stakeholder and customer mindsets. We ask: 

  • What are the responsibilities of your team within the CX organization? 
  • What approach or framework do you follow to improve journeys across the lines of business? 
  • How have you considered Prudential’s culture and strengths in tailoring best practices for your unique approach? 
  • How have journeys helped deliver CX and business results and how do you see that evolving?
     

For more on the Prudential transformation, check out: 361: Practitioner Stories: CX At Prudential.