Whether they swipe, type, or print: Building remarkable experiences for every client

[#1]

Session Code: CCB0128

Presenter(s): Roman

Company(s): Northwestern Mutual

Abstract:

In this session, Vivek Bedi describes describe how just months into his new role at LearnVest, the startup, they got acquired by a Fortune 100 company, Northwestern Mutual. This forced Vivek — now Head of Consumer Experience Digital Products at Northwestern Mutural and Head of Product Management at Learnvest — to not only redefine the customer, but also redefine the way the digital product team operates.

By reorganizing teams to align with the customer journey, Northwestern Mutual went from 127 product releases in 2015 to surpassing 4,000 this year. The company also increased its digital product adoption by more than one million clients and growing — and is reinventing itself not only as a life insurance provider, but also a one-stop shop for financial planning services and tools. In this talk, Vivek will cover how to build a digital experience that pleases every customer (whether they swipe, type, or print). He'll also discuss how to co-create with end-users (in this case, advisors and clients) to build more impactful, meaningful products, and increase adoption.