Abhii Parakh

The brand is the promise, but the experience is the reality. We define customer experience as a sum of all interactions that a customer may have. So it's not just the call center. It's not just the digital experience. It's any experience.

The brand is the promise, but the experience is the reality. We define customer experience as a sum of all interactions that a customer may have. So it's not just the call center. It's not just the digital experience. It's any experience.

The brand is the promise, but the experience is the reality. We define customer experience as a sum of all interactions that a customer may have. So it's not just the call center. It's not just the digital experience. It's any experience.

We provide life insurance and retirement security and advice to 50 million customers across 50 countries globally. They actually had this email written to one of our presidents about how they're going to thank Prudential when the polar bears are dying and the ice caps are melting.

We provide life insurance and retirement security and advice to 50 million customers across 50 countries globally. They actually had this email written to one of our presidents about how they're going to thank Prudential when the polar bears are dying and the ice caps are melting.

We provide life insurance and retirement security and advice to 50 million customers across 50 countries globally. They actually had this email written to one of our presidents about how they're going to thank Prudential when the polar bears are dying and the ice caps are melting.

Because of the amount of paper that was being sent to them. So we created a network of clients. champions, hundreds of customer advocates within the company. Forrester recognized us last year as the most customer obsessed enterprise in America. You can't survive for 150 years. You can't thrive as a company for 150 years without that culture of customer obsession.

Because of the amount of paper that was being sent to them. So we created a network of clients. champions, hundreds of customer advocates within the company. Forrester recognized us last year as the most customer obsessed enterprise in America. You can't survive for 150 years. You can't thrive as a company for 150 years without that culture of customer obsession.

Because of the amount of paper that was being sent to them. So we created a network of clients. champions, hundreds of customer advocates within the company. Forrester recognized us last year as the most customer obsessed enterprise in America. You can't survive for 150 years. You can't thrive as a company for 150 years without that culture of customer obsession.

all sorts of emotion with any new technology that's introduced. The trick is how quickly you can move folks from apathy and anxiety into adoption.

all sorts of emotion with any new technology that's introduced. The trick is how quickly you can move folks from apathy and anxiety into adoption.

all sorts of emotion with any new technology that's introduced. The trick is how quickly you can move folks from apathy and anxiety into adoption.

Thanks for having me.

Thanks for having me.

Thanks for having me.

Great question. And actually, colleges should be teaching customer experience because it's not a formal discipline in colleges, but it's definitely a formal discipline in the business world. So I think we need to bridge that gap. We define customer experience as a sum of all interactions that a customer may have with a company. So it's not just the call center.

Great question. And actually, colleges should be teaching customer experience because it's not a formal discipline in colleges, but it's definitely a formal discipline in the business world. So I think we need to bridge that gap. We define customer experience as a sum of all interactions that a customer may have with a company. So it's not just the call center.

Great question. And actually, colleges should be teaching customer experience because it's not a formal discipline in colleges, but it's definitely a formal discipline in the business world. So I think we need to bridge that gap. We define customer experience as a sum of all interactions that a customer may have with a company. So it's not just the call center.

It's not just the digital experience. It's any experience. It could be a marketing email, a brand experience. All of those things together are experiences. Combined and together, the customer experience. And the way I always describe it is the brand is the promise, but the experience is the reality.

It's not just the digital experience. It's any experience. It could be a marketing email, a brand experience. All of those things together are experiences. Combined and together, the customer experience. And the way I always describe it is the brand is the promise, but the experience is the reality.