CX: Angela Hunter, Prudential

Angela Hunter joins us and shares that "being more customer centric means you need to be able to map customer journeys, being more customer centric means you need to implement new measurement systems and not just focus on an annual survey, being more customer centric means that you need to understand how you can implement segmentation and lifecycle management and we didn't have anyone in the company that had those skills. So identifying that, that is a skill and that you need people that are experienced to do it, some of it we brought in short term consultants who had specific expertise, whilst we recruited, and we specifically went and found people, who had done it before in other industries not life insurance. The point there is, accelerating the quick wins, so I didn't wait six months until I had my full team on board to be able to get some quick wins."