DeveloperWeek 2020

From no self-service features or mobile app to surpassing 5,000 digital releases in three years’ time, Northwestern Mutual has reimagined what a meaningful digital experience looks like for both clients and advisors.

By deploying several key strategies, the company’s Head of Customer Experience Digital Products Vivek Bedi has helped transform the way the insurance giant works and how it thinks about building product, resulting in 4X improvement in leads, 1.3M in digital registrations, 154K mobile downloads, and a digital business that is growing quickly.

In this talk, you’ll learn how Vivek helped to:
- change the company culture to accelerate innovation and meet customer expectations
- restructure teams to follow the customer journey in a meaningful way
- co-create with clients and advisors to design products that meet their needs and grow adoption
- personalize the experience for a multi-generation customer base to build loyalty