Abhii Parakh

And regular monthly tactical meetings to look at feedback from customers and create strategic action plans with owners and timelines that then feeds into prioritization. So a lot of different rituals, artifacts have been put into place and a network of champions that keeps that belief alive.

And I would say some of the language is internal, right? As we think about these things, what our philosophy is, how we're gonna approach it. We didn't get it all right in the first go. This has been an iterative process and we've learned a lot throughout the transformation. But if you look at what makes culture, it is those three things. You need to have a strong belief in any culture, really.

And I would say some of the language is internal, right? As we think about these things, what our philosophy is, how we're gonna approach it. We didn't get it all right in the first go. This has been an iterative process and we've learned a lot throughout the transformation. But if you look at what makes culture, it is those three things. You need to have a strong belief in any culture, really.

And I would say some of the language is internal, right? As we think about these things, what our philosophy is, how we're gonna approach it. We didn't get it all right in the first go. This has been an iterative process and we've learned a lot throughout the transformation. But if you look at what makes culture, it is those three things. You need to have a strong belief in any culture, really.

I mean, even if you're in your religious community and you have a culture or your national identity, there are certain beliefs that you hold sacrosanct, right? There are certain rituals that you go to church every Sunday or wherever your place of worship is. And you have artifacts, like you have a textbook that has the rules and the, you know, everything is documented and you follow that.

I mean, even if you're in your religious community and you have a culture or your national identity, there are certain beliefs that you hold sacrosanct, right? There are certain rituals that you go to church every Sunday or wherever your place of worship is. And you have artifacts, like you have a textbook that has the rules and the, you know, everything is documented and you follow that.

I mean, even if you're in your religious community and you have a culture or your national identity, there are certain beliefs that you hold sacrosanct, right? There are certain rituals that you go to church every Sunday or wherever your place of worship is. And you have artifacts, like you have a textbook that has the rules and the, you know, everything is documented and you follow that.

So I think it's drawn from real life and it works really well in the real life business setting as well.

So I think it's drawn from real life and it works really well in the real life business setting as well.

So I think it's drawn from real life and it works really well in the real life business setting as well.

Absolutely. I mean, storytelling is such a great way to convince people. Human beings have passed on information in the form of stories from prehistoric times. So storytelling is hugely important, actually a skill that we constantly strive to better within my team. through trainings and such, so important to communicating.

Absolutely. I mean, storytelling is such a great way to convince people. Human beings have passed on information in the form of stories from prehistoric times. So storytelling is hugely important, actually a skill that we constantly strive to better within my team. through trainings and such, so important to communicating.

Absolutely. I mean, storytelling is such a great way to convince people. Human beings have passed on information in the form of stories from prehistoric times. So storytelling is hugely important, actually a skill that we constantly strive to better within my team. through trainings and such, so important to communicating.

I'll give you an example of storytelling, a really kind of interesting one. When we were first starting our transformation and we had that sort of forum of the top 40 leaders that I mentioned, we wanted to make it real. We wanted them to hear from real customers on what their level of emotion and relationship with Prudential was. Well, when we first started, we actually didn't know how to do that.

I'll give you an example of storytelling, a really kind of interesting one. When we were first starting our transformation and we had that sort of forum of the top 40 leaders that I mentioned, we wanted to make it real. We wanted them to hear from real customers on what their level of emotion and relationship with Prudential was. Well, when we first started, we actually didn't know how to do that.

I'll give you an example of storytelling, a really kind of interesting one. When we were first starting our transformation and we had that sort of forum of the top 40 leaders that I mentioned, we wanted to make it real. We wanted them to hear from real customers on what their level of emotion and relationship with Prudential was. Well, when we first started, we actually didn't know how to do that.

We had no access to communicate with customers directly. We've obviously come a far way since then, but we went around asking our colleagues if they had friends or family that were Prudential customers that would be willing to talk to us. And this was 2021. So this was post-pandemic. Everybody was remote. We set up Zoom meetings for everybody. We recorded them in the comfort of their home.

We had no access to communicate with customers directly. We've obviously come a far way since then, but we went around asking our colleagues if they had friends or family that were Prudential customers that would be willing to talk to us. And this was 2021. So this was post-pandemic. Everybody was remote. We set up Zoom meetings for everybody. We recorded them in the comfort of their home.

We had no access to communicate with customers directly. We've obviously come a far way since then, but we went around asking our colleagues if they had friends or family that were Prudential customers that would be willing to talk to us. And this was 2021. So this was post-pandemic. Everybody was remote. We set up Zoom meetings for everybody. We recorded them in the comfort of their home.

Stays together that video. And that was the first sort of customer video that we made where customers from all different areas of our businesses were able to talk about their relationship, what their pain points were, what they liked, what they didn't like. So really scrappy beginnings. Fast forward to today where we have access to customers on a daily basis.