Make Your Business Immortal: Create Customer Advocates & Unlock Predictive Metrics!

“Brand is the promise, the experience is the reality.”

This week, Lacey Peace sits down with Abhii Parakh, Head of Customer Experience at Prudential Financial, to unpack exactly how the 150 year old legacy brand created a scalable culture of empathy, innovation, and action.

From defining what CX really means to implementing belief-driven rituals and artifacts, Abhii shares a behind-the-scenes look at Prudential’s remarkable shift.

You’ll hear how Prudential turned feedback from a single paper-fatigued customer into a multi-year digital transformation, why they built a champion network of 100+ internal customer advocates, and how they're blending human insight with emerging AI technologies to drive predictive customer experiences. This isn’t about generic platitudes — it’s about measurable change, internal momentum, and leadership buy-in.

If you're leading CX at scale, battling organizational silos, or just wondering how to make customer experience more than a department, this is the episode you’ve been waiting for. Subscribe for more insider conversations with the most customer-obsessed minds in business.

Key Moments:

• 00:00Who is Abhii Parakh, CSM at Prudential?
• 04:56Building a Customer-Centric Culture
• 10:19Scaling Customer Experience Globally
• 13:58Three Elements of Culture: Artifacts, Rituals & Beliefs
• 28:05Impact of Predictive Analytics & Debunking NPS
• 35:22Adopting AI at Prudential: Challenges, Success & Predictions
• 45:23The Difference Between Generative AI & Agentic AI
• 50:27Future of AI and Ethical Considerations

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

 

Mission.orgis a media studio producing content alongside world-class clients. 
Learn more at mission.org