CX Summit
North America

CX, B2C Marketing, & Digital Business Leaders

June 17 – 20, 2024  |  Nashville & Digital

Hema Widhani

Chief Digital and Marketing Officer, Prudential

“Hema Widhani is our chief digital and marketing officer. In this role, she leads enterprise marketing capabilities and the U.S. business marketing team. She is responsible for leveraging the company’s marketing and
digital capabilities to drive profitable growth. Widhani’s role is at the intersection of performance marketing, digital, analytics and technology. She is responsible for building digital marketing, customer experience, analytics and MarTech capabilities. These functions are nascent at Prudential but are well positioned to power and accelerate growth for our company.

Previously serving as Prudential’s chief customer officer, Widhani played a pivotal role in shaping the company’s approach to multichannel customer engagement, enhancing our CX and digital agenda and developing a deep foundation of customer centricity. Under her leadership in this role, the company launched C1 (Customer and Client One), a key pillar of Prudential’s enterprise strategy to deliver industry-leading customer and client experiences critical to driving profitable business growth. Notably, during Widhani’s tenure the company saw remarkable increases in their Net Promoter Score (NPS) and Digital Ease of Doing Business (EODB) metrics, achieving all-time high scores.

Widhani has deep experience in marketing and digital across consumer products and financial services. Her experience spans leading large digital and marketing transformations across B2B and B2C businesses. Before joining Prudential, Widhani held an executive role at E-Trade Financial, where she led the engagement of the firm’s mass affluent customers and was responsible for servicing their investment and retirement needs. Previously, she spent over a decade at Citigroup, leading digital marketing for the U.S. credit card business and directing the global digital customer experience, driving Net Promoter Scores up by 25%. Before Citigroup, Widhani worked for WPP, a British multinational advertising and public relations firm, where she led the agency’s work with clients in consumer-packaged goods and digital marketing
organizations.

Widhani holds an MBA from Carnegie Mellon University and a master’s degree in econometrics and international business from Lancaster University in the United Kingdom, and completed her undergraduate studies at the University of Delhi in New Delhi, India

CX Summit North America · June 17 – 20, 2024 · Nashville & Digital