Prudential embraces customer centricity： An interview with Priscilla Ng

Investment Rating - The report does not explicitly provide an investment rating for the industry or Prudential plc Core Insights - Prudential plc is undergoing a customer-centric transformation driven by digital transformation, with a focus on data and artificial intelligence as key enablers while maintaining the importance of human interaction [1][3] - The company aims to enhance customer experiences through personalized, proactive, and efficient services, leveraging data-driven insights to drive sustainable growth across global markets [3][4] - AI is recognized as a transformative force in the service industry, simplifying processes, enhancing customer interactions, and improving operational efficiency [4][5] Summary by Sections Customer-Centric Transformation - Prudential is prioritizing customer-centricity by establishing a new customer function to centralize data-driven approaches and enhance customer experiences [3][6] - The company emphasizes the importance of a customer-centric culture, requiring a shift in mindset, skill set, and tool set among employees [6][8] Role of Data and AI - Prudential has been leveraging AI and data analytics for several years to improve decision-making, manage risks, and enhance customer experiences [4][5] - The company is building a unified data platform to gain a comprehensive view of customers, ensuring consistent data governance across its 24 markets [8][9] Employee Engagement and Training - Prudential is focusing on equipping employees with the necessary skills and tools to effectively serve customers, including internal training and attracting external talent [6][7] - The company encourages staff to engage directly with customers to gather feedback and insights, fostering a culture of customer-centricity [9]