保诚拥抱以客户为中心：对 Priscilla Ng 的采访（英译中）

Investment Rating - The report does not explicitly provide an investment rating for the insurance industry or Prudential Group. Core Insights - Prudential Group is undergoing a customer-centric transformation driven by digitalization, data, and artificial intelligence, while maintaining the importance of human interaction [1][2][3]. - The company aims to create a seamless and personalized customer experience across all touchpoints by leveraging data and technology [2][3]. - The focus on customer satisfaction, loyalty, and advocacy is seen as a pathway to sustainable growth and value creation [2][3]. Summary by Sections Digital Transformation - Prudential has recognized the importance of artificial intelligence and data analytics in enhancing customer experience and operational efficiency [3][5]. - The company is investing in a digital platform to support agents in better interacting with customers, providing timely reminders and personalized information [5][6]. Customer-Centric Approach - The organization emphasizes the need for a culture that prioritizes customer insights and feedback, integrating these into decision-making processes [5][6]. - Prudential aims to engage all employees in customer interactions, with a goal for each employee to connect with 100 customers within a year [6]. Data Utilization - Data is identified as a top priority for Prudential, especially in understanding customer behavior and optimizing communication strategies [5][6]. - The company is committed to complying with data privacy regulations while leveraging data to enhance customer trust and experience [6]. AI Integration - AI is viewed as a transformative force in the service industry, enabling personalized solutions and automating processes to improve service delivery [3][5]. - The integration of AI is aimed at simplifying underwriting processes and enhancing customer service efficiency [3][5]. Cultural Shift - A cultural shift towards a customer-centric mindset is essential for Prudential's transformation, requiring the right attitudes, skills, and tools among employees [3][5]. - The company is fostering a symbiotic relationship between human expertise and AI, emphasizing the importance of listening to customer feedback [5][6]. Performance Metrics - Customer satisfaction scores are utilized as a key metric to gauge progress towards a more customer-centric approach, with a goal to reach the top quartile by 2027 [6].