New York Life Is Turning Customer Feedback Into a Decision Engine

For a Fortune 100 company with more than 180 years of history, transformation requires more than adopting new technology. New York Life is rethinking how customer insights move through the organization—and how quickly they turn into action.

This week on The Modern Customer Podcast, Regina Warga, Vice President of Experience and Digital Marketing at New York Life, shares how the company is bringing together research, Voice of the Customer, and customer experience strategy to build a more modern insights function.

New York Life grounded its custom GPTs in thousands of verbatim responses from customer and advisor surveys and studies. Employees can use these customer profiles to ask business questions, explore customer needs, and consider potential actions without launching a new survey or research project each time.

The company is also establishing an AI-searchable repository that will make surveys, interviews, videos, and other research more accessible across the organization.

Regina also explains why AI should extend—not replace—human research. Her team continues returning to real customers to validate and update its models.