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For Customer Experience Professionals

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

Scale Customer Experience Quick Wins To A Total Business Makeover

January 26, 2018

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Why Read This Report

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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Table of Contents

  • Customer Obsession Requires A Fundamental Reset, Not A Facelift
  • Situation: The Struggle To Compete Forced Prudential To Act
  • Approach: Deliver Quick CX Wins And Scale The Transformation
  • Results: CX Transformation Bears First Fruit And Proves Sustainable
  • Recommendations

  • Play The Short Game For A Long Time
  • Supplemental Material
  • Related Research Documents

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