The AI in Business Podcast The Future of Customer Experience in Financial Services with Agentic AI - with Abhii Parakh of Prudential Financial
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Sep 5, 2025 Abhii Parakh, VP and Head of Customer Experience at Prudential Financial, discusses the transformative role of AI in enhancing customer interactions and streamlining processes. He addresses the balance between AI efficiency and human empathy, highlighting the regulatory challenges in the financial sector. The conversation also delves into strategies for successful AI integration, emphasizing the collaboration needed between tech and data teams. Listeners gain insights on how to adopt AI responsibly while improving employee and customer outcomes in a rapidly evolving landscape.
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Creative Work Sparked Companywide AI Use
- Prudential began AI adoption in creative teams and then expanded to marketing and content workflows.
- That expansion cut production time dramatically and improved speed to market for campaigns.
Speed Converts Insight Into Action
- AI turned weeks-long synthesis of customer interviews into hours for Prudential.
- That speed unlocked rapid insight-driven decisions across experience and product teams.
Drive Adoption With Access And Goals
- Give employees hands-on access and show actual examples to overcome skepticism.
- Set clear goals and include AI adoption in team objectives to speed uptake.