A Product Management talk by Vivek Bedi at #ProductCon New York 2019, Disrupting the Customer Experience of a 160-Year-Old Company by CPO at Northwestern Mutual.

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Disrupting the Customer Experience of a
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5. Disrupting the Customer Experience
By Vivek Bedi, VP of Digital Product
ProductCon New York

6. About me
VP of Digital Product, Northwestern
Mutual
Previously
• VP of Digital Communications
Products, Goldman Sachs
• Founder of mobile startup acquired
in 2006

7. What does it
mean to be a
162-Year-Old
company?

8. So why change?
Why Change?

9. Our Client Experience...Then

10. Our Prospect Experience…Now

11. Our Client Experience…Today

12. First, we had to disrupt the way we work.

13. Our New Way of Working
Pizza – Pie
Teams
Journey
Based Org
Research
Obsessed Mindset

14. Next, we had to disrupt the way we engage.

15. Disrupt the way we engage with clients.

16. And the way we engage with advisors.

17. We learned… about generational differences.

18. We learned… about creating different journeys.

19. We learned… about giving users control.

20. Finally, we had to disrupt the way we lead.

21. Leaders needed… a subtle
scare.

22. We analyzed our competitors.
INSURANCE INVESTMENTS PLANNING
PERSONAL
FINANCE

23. We convinced leaders by showing not telling.

24. We started small and grew.

25. 87
4002
2015 2018
Our Results
Number of digital product releases
in each calendar year

26. Thank You
vivekbedi@northwesternmutual.com
LinkedIn.com/in/vivekbedi

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