Delivering 18 Years of Bold CX: Christian Mitchell's Journey at Northwestern Mutual CX Champions

This episode features an interview with Christian Mitchell, EVP & Chief Customer Officer at Northwestern Mutual. Christian works to elevate the customer experience and deliver bold solutions to set Northwestern Mutual ahead of its competitors. And over his 18-year tenure at Northwestern mutual, he has served in a variety of leadership roles, including as president of their Wealth Management Company when he managed $129 billion in client assets. Host Sohaib Ahmed discusses with Mitchell his journey and various roles at Northwestern Mutual over 18 years, alongside his insights into building memorable customer experiences. They delve into how Northwestern Mutual integrates technology to enhance customer experiences while maintaining a human-centric approach. Mitchell shares his perspective on the evolving customer expectations, the future of customer experience (CX), including the potential impact of generative AI, and the significance of consistency in delivering great CX. Additionally, the importance of data privacy, the challenges of implementing new technologies, and the role of storytelling in reshaping company culture towards more client-centric values are covered.