As they worked to create a more customer-centric experience, Angela Hunter and her team at Prudential reflected on three crucial keys to success:
- Customer journey-mapping
- Modern performance measurement
- Segmentation and lifecycle management
At the time, they did not have the people to fulfill those tasks. They needed to cultivate the capacity.
Hunter discusses the process in the new CCW Digital podcast. Specifically, she reveals how she was able to secure "quick wins" on the road to customer centricity. After all, neither customers nor business stakeholders are going to wait for you to "figure out" the customer experience.