New York Life Is Turning Customer Feedback Into a Decision Engine

For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New York Life is rethinking how customer insight moves through the organization—and how quickly it turns into action.

On the latest episode of The Modern Customer Podcast, Regina Warga, VP of Experience and Digital Marketing at New York Life, explains how her team uses AI to turn customer insights into action without losing the human voice behind the data.

She also shares how New York Life cuts through the constant AI noise, balances synthetic and human research, and plans to bring customers, advisors, researchers, and decision-makers together in its new innovation lab, opening this September.

🎧 Listen to the full conversation.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

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