Case Study

Case Study: Prudential’s People-Led CX Transformation

Properly Guided, Your People Can Lead You To Customer Obsession

November 27th, 2023
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
Katy Cobian, VP, Executive Partner
Katy Cobian VP, Executive Partner
With contributors:
James McQuivey, PhD , Anna Synakh

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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.