Case Study

Case Study: Prudential Put Customers First And Revitalized Its Business Performance

Scale Customer Experience Quick Wins To A Total Business Makeover

January 26th, 2018
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Dane Anderson , Diane Deng , Bill Nagel

Summary

Creating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an early stage of such a transformation and has already made substantial progress. Customer experience (CX) professionals can use this case study to learn how to successfully initiate a CX transformation, generate early results, secure widespread buy-in, and scale the program to all parts of the company.

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