Medallia Client Prudential Financial Earns Customer Experience Program Award
17 Julho 2024 - 8:57AM
Business Wire
The company’s CX program, which uses Medallia,
recently received the coveted “Customer-Obsessed Enterprise
Award”
Medallia, Inc., 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 recognizes organizations that place
customers at the center 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 organization 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’s strategic pillars, the CX program has set
metrics tied to operational success, harmonized them to make them
consistent globally, and established clear CX ROI. Medallia
Experience Cloud has been part of the Prudential CX program 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 recognized
by Forrester for its CX program,” said Ben Brewer, Chief Revenue
Officer at Medallia. “Prudential Financial is a prime example of an
organization at the cutting edge of CX. From the top down, it is
committed to cultivating a culture of putting their customers first
and is laser-focused on delivering excellence to its customers. We
are honored 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 organization. The organization
has engaged its employees by creating a shared purpose, focused on
weaving customer obsession into the entire fabric of the
organization. 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 organization. Prudential Financial
continues to measure customer impact, constantly reviewing its CX
program to ensure that it is powering superior customer
outcomes.
To learn more about the incredible work Prudential Financial is
doing, watch Parakh's informative session at the Medallia
Experience conference here.
About Prudential Financial
Prudential Financial, Inc. (NYSE: PRU), a global financial
services leader and premier active global investment manager with
approximately $1.5 trillion in assets under management as of March
31, 2024, has operations in the United States, Asia, Europe, and
Latin America. Prudential’s diverse and talented employees help
make lives better and create financial opportunity for more people
by expanding access to investing, insurance, and retirement
security. Prudential’s iconic Rock symbol has stood for strength,
stability, expertise, and innovation for nearly 150 years. For more
information, please visit news.prudential.com.
About Medallia
Medallia is the pioneer and market leader in customer, employee,
citizen, and patient experience. As the leading enterprise
experience platform, Medallia Experience Cloud is the
mission-critical system of record that makes all other applications
customer and employee aware. The platform captures billions of
experience signals across interactions including all voice, video,
digital, IoT, social media, and corporate-messaging tools. Medallia
uses proprietary artificial intelligence and machine learning
technology to automatically reveal predictive insights that drive
powerful business actions and outcomes. Medallia customers reduce
churn, turn detractors into promoters and buyers, create
in-the-moment cross-sell and up-sell opportunities, and drive
revenue-impacting business decisions, providing clear and potent
returns on investment. For more information visit
www.medallia.com.
© 2024 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
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PR Contact: Jenny Zehentner press@medallia.com
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