Northwestern Mutual: See and solve clients’ unmet — even unspoken — needs.
Challenge
John Schlifske, CEO of Northwestern Mutual, is like many visionary leaders. He intuitively focused on the unmet needs of his clients and prospects — the lack of a preferred, coherent experience for financial wellness and security.
Solution
Helping him articulate his vision, Unboundary partnered with Schlifske and his leadership team to set the 160-year old organization on a transformation journey to solve what their competitors couldn’t see or wouldn’t address. Building shared foresight. Building shared foresight is a necessary step in creating the inspired engagement transformation demands. For Northwestern Mutual, this has meant strengthening the organization’s ability to look up and see beyond its walls. As people have developed the foresight to see and connect the signals that underpin and fuel the company’s vision, this has created buy-in and momentum.
Results
NORTHWESTERN MUTUAL See and solve clients’ unmet — even unspoken — needs. John Schlifske, CEO of Northwestern Mutual, is like many visionary leaders. He intuitively focused on the unmet needs of his clients and prospects — the lack of a preferred, coherent experience for financial wellness and security. COMPONENTS Helping him articulate his vision, Unboundary partnered with Schlifske and his leadership team to set the 160-year old organization on a transformation journey to solve what their competitors couldn’t see or wouldn’t address. Building shared foresight. Building shared foresight is a necessary step in creating the inspired engagement transformation demands. For Northwestern Mutual, this has meant strengthening the organization’s ability to look up and see beyond its walls. As people have developed the foresight to see and connect the signals that underpin and fuel the company’s vision, this has created buy-in and momentum. Winning on experience. Ethnographic research gave voice and clarity to what clients and prospects want to be able to do in their financial lives but lack the means to. The insights helped us produce design principles that are now guiding customer experience development. Equally as important, the insights have helped the culture shift further into an experience-centric mindset.
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