Medallia client Prudential Financial earns customer experience programme award

The company’s CX programme, which uses Medallia, recently received the coveted “Customer-Obsessed Enterprise Award”

17 July 2024 – Medallia, the global leader in customer and employee experience, today announced that long-standing client Prudential Financial, an American Fortune Global 500 and Fortune 500 company, is this year’s recipient of Forrester’s “Customer-Obsessed Enterprise Award.” The award recognises organisations that place customers at the centre of their leadership, strategy, and operations to deliver outstanding CX and accelerate business outcomes.

“At Prudential Financial, customer obsession is more than just a catchphrase – it has become the North Star guiding our approach to improving the lives of our customers,” said Abhii Parakh, Head of Customer Experience at Prudential Financial. “Across the business, our team has been at the forefront of driving this change, with technology acting as the enabler to move the needle on delivering these world-class experiences. Customer centricity is now embedded within the DNA of our organisation and we’re seeing that reflected in our NPS scores, our employee engagement, and in this prominent external recognition from Forrester.”

Delivering industry-leading customer and client experiences is one of Prudential Financial’s strategic pillars. The CX programme has set metrics tied to operational success, harmonised them to make them consistent globally, and established clear CX ROI. Medallia Experience Cloud has been part of the Prudential CX programme which has delivered impressive results – boosting NPS scores across the brand and its subsidiary businesses, improving employee engagement, and increasing revenues.

“We are thrilled that Prudential Financial has been recognised by Forrester for its CX programme,” said Ben Brewer, Chief Revenue Officer at Medallia. “Prudential Financial is a prime example of an organisation at the cutting edge of CX. From the top down, it is committed to cultivating a culture of putting its customers first and is laser-focused on delivering excellence to its customers. We are honoured to have played a role in its success.”

Prudential Financial uses Medallia Experience Cloud to actively listen to and act on the wealth of real-time customer feedback gathered. All employees have access to the insight tools, including the mobile app and the executive-focused Voices app – providing the right insights to the right people with customer feedback at each employee’s fingertips. In addition, Prudential Financial’s leaders routinely meet with customers and clients to obtain direct feedback.

Prudential Financial has adopted a two-pronged strategy to drive customer centricity throughout the organisation. The organisation has engaged its employees by creating a shared purpose, focused on weaving customer obsession into the entire fabric of the organisation. It has run dedicated CX training sessions, provided access to real-time customer feedback through the Medallia-powered Prudential Voices app, incorporated CX as one of its core performance measures, run quarterly Voice of the Customer (VOC) calls, and created the C1 Champions network – a collective of 300 CX advocates across the organisation. Prudential Financial continues to measure customer impact, constantly reviewing its CX programme to ensure that it is powering superior customer outcomes.