Medallia Client Prudential Financial Earns Customer Experience Program Award

Rhea-AI Summary

Prudential Financial, a long-standing client of Medallia, has been awarded Forrester's 'Customer-Obsessed Enterprise Award' for its exceptional customer experience (CX) program. This prestigious recognition highlights Prudential's commitment to placing customers at the center of their operations.

Prudential's CX program, powered by Medallia Experience Cloud, has yielded impressive results, including improved NPS scores, enhanced employee engagement, and increased revenues. The company has implemented a comprehensive strategy to drive customer centricity throughout the organization, including:

• Providing all employees access to real-time customer feedback tools
• Conducting dedicated CX training sessions
• Incorporating CX as a core performance measure
• Creating a network of 300 CX advocates across the company

This customer-focused approach has become integral to Prudential's organizational DNA, reflecting in their strategic pillars and operational success metrics.

The company’s CX program, which uses Medallia, recently received the coveted “Customer-Obsessed Enterprise Award”

PLEASANTON, Calif.--(BUSINESS WIRE)-- 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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240717716300/en/

PR Contact:

Jenny Zehentner

press@medallia.com

Source: Medallia, Inc.

FAQ

What award did Prudential Financial (PRU) receive for its customer experience program?

Prudential Financial (PRU) received Forrester's 'Customer-Obsessed Enterprise Award' for its exceptional customer experience program.

How has Medallia's Experience Cloud impacted Prudential Financial's (PRU) customer experience program?

Medallia's Experience Cloud has helped Prudential Financial (PRU) boost NPS scores, improve employee engagement, and increase revenues through its customer experience program.

What tools does Prudential Financial (PRU) use to gather customer feedback?

Prudential Financial (PRU) uses Medallia Experience Cloud, including mobile apps and the executive-focused Voices app, to gather and act on real-time customer feedback.

How has Prudential Financial (PRU) integrated customer centricity into its organization?

Prudential Financial (PRU) has integrated customer centricity by providing CX training, giving employees access to real-time feedback, incorporating CX into performance measures, and creating a network of 300 CX advocates across the organization.