At a Glance
Through collaboration with NPS Prism, Prudential was able to achieve organizational change via five key steps:
- Assessment and Talent Foundation: The initial step was assessing the company's standing on CX, revealing inconsistent customer-centricity due to disjointed CX metrics and measurements. Prudential reoriented talent into critical CX roles across various functions, creating cross-functional workstreams.
- Executive Sponsorship: Prudential gathered global leaders from every business and function to align on the belief that a CX focus drives growth. This involved demonstrating the impact of promoters on revenue growth and sharing feedback directly from customers.
- Metrics Alignment: Using NPS Prism, the company was able to see where they stood against competitors and which customer journeys they should focus on. This allowed them to set business-level targets and spread customer insights across the organization.
- Employee Training: Trainings and tools were introduced to align all employees on customer needs, NPS scores, and feedback.
- Empowering CX Champions: Prudential empowered a group of employees across the company to drive and influence CX initiatives. This approach ensured diverse perspectives and increased awareness.