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cover of episode Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!

Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!

2025/5/21
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
People
A
Abhii Parakh
L
Lacey Pease
Topics
Abhii Parakh: 我认为客户体验是客户与公司之间所有互动的总和，不仅仅是呼叫中心或数字体验，而是包括营销邮件、品牌体验等所有方面。对我来说，品牌是承诺，而体验才是现实。如果客户体验做得好，可以建立良好的口碑和推荐，反之则会带来负面情绪和挫败感。我一直对设计和体验充满热情，并对客户体验团队如何运用同理心以及如何让客户更容易感到着迷。 Lacey Pease: 我认为客户体验始于员工体验，始于员工如何看待他们的客户，以及他们对电话中、聊天或电子邮件中的人有多关心。Prudential能够让所有团队以真正人性化的方式与客户建立联系，并将客户置于一切的中心。

Deep Dive

Chapters
This chapter defines customer experience as the sum of all interactions a customer has with a company, encompassing all touchpoints beyond just call centers and digital platforms. It emphasizes that the brand is the promise, while the experience is the reality, highlighting the importance of creating positive and consistent interactions.
  • Customer experience is the sum of all interactions a customer has with a company.
  • Brand is the promise, experience is the reality.
  • Empathy is a key element in creating positive customer experiences.

Shownotes Transcript

“Brand is the promise, the experience is the reality.” This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action. From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential’s remarkable shift.

You’ll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn’t about generic platitudes — it’s about measurable change, internal momentum, and leadership buy-in.

If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you’ve been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business. 

Key Moments:

  • 00:00 Who is Abhii Parakh, CSM at Prudential?
  • 04:56 Building a Customer-Centric Culture
  • 10:19 Scaling Customer Experience Globally
  • 13:58 Three Elements of Culture: Artifacts, Rituals & Beliefs
  • 28:05 Impact of Predictive Analytics & Debunking NPS
  • 35:22 Adopting AI at Prudential: Challenges, Success & Predictions
  • 45:23 The Difference Between Generative AI & Agentic AI 
  • 50:27 Future of AI and Ethical Considerations

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