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Progress We Are Making
Prudential’s customer-focused initiatives ahead
From Group Customer & Marketing
Our customer-first approach and new
initiatives are transforming customer
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experiences. This, together with your commitment to the mantra
"Our customer is our compass" has been nothing short of amazing.
Each of you has played a crucial role in driving us towards our
ambitious goal – achieving Top Quartile in rNPS. |
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Feature Story – Lawrence, CEO from PHKL
Customer-first approach fuels PHKL’s service transformation
Our unwavering focus on enhancing
customer experience at PHKL has |
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| fundamentally redefined the quality of our service. By leveraging our Net Promoter Score (NPS) insights and data analytics, we’ve identified and addressed gaps in customer advocacy within our Purchasing and Servicing unit, significantly improving our overall customer service. |
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PACS is using Al Generated Service Huddle Advocates to foster a customer-centric
culture at work
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After launching Service Huddles in April, the PACS CX team
aimed to encourage even more colleagues to participate in
Service Huddles and learn how to apply a 3-step approach to
enhancing customer experiences.
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Meet PBTB CSRs who are raising the bar on customer interactions
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PBTB Customer Service Representatives (CSR), guided by a
genuine concern for our clients’ well-being, have excelled in
handling queries about the recent medical repricing.
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Real customers. Real experiences.
#RealTalk.PLUK staff engaged in customer
stories-both positive and negative
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True to our PruWay value, “Our customer is our compass”,
Pru Life UK goes beyond reading NPS numbers.
We aim to humanise customers’ stories by listening to their
real-life experiences.
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