Prudential Financial, now 150 years strong, shows how legacy companies can lead in both customer experience and AI innovation. The company earned 11 consecutive years of CX recognition and actively explores emerging AI technologies to transform service at scale.
On this episode of The Modern Customer Podcast, Abhii Parakh, Head of Customer Experience, shares how Prudential scales CX across 50 countries. He blends enterprise leadership with technical fluency, helping Prudential transform customer experience through culture, data, and decentralized innovation.
In this episode, you’ll learn how Prudential:
- Embeds Customer Experience Across the Business
Prudential trains 100+ CX champions and aligns teams through quarterly feedback programs and an annual internal customer experience conference. - Accelerates AI Adoption with Strategic Focus
Through executive education and engagement with startups, Prudential evaluates cutting-edge AI tools and prepares to scale them thoughtfully. - Links Customer Metrics to Business Performance
Prudential uses NPS and ease-of-business data to prioritize investments, shape enterprise strategy, and reward cross-functional collaboration. - Innovates Without Compromising Trust or Governance
In a highly regulated industry, Prudential safeguards data and vets AI systems through rigorous oversight, compliance, and internal training.
Ready to see how a 150-year-old brand leads in modern customer experience?
Tune in to learn how Prudential scales innovation without losing trust and what it takes to turn culture into a competitive advantage.
This episode is sponsored by Scayle, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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