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Session 204: Northwestern Mutual's Service Transformation

Wednesday, April 10 at 11:30 AM

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In a single year, Northwestern Mutual made dramatic changes to the customer and employee experience, enabling both customers and employees to engage meaningfully and actively with support and increasing satisfaction across the board. In this session, Jeremy Lewandowski will share practical takeaways for rolling out an omnichannel service program that enables customers to solve problems their way, using any channel they prefer. He'll share ideas for creating a remarkable employee experience, and strategies for building partnerships and securing advocates for tech support. Finally, he'll share the metrics they measure and how they use that to tell their story. You can create the same positive change in your organization--attend this session to learn how!

Jeremy Lewandowski

Assistant Director, IT Service Transformation
Northwestern Mutual

Jeremy Lewandowski is the senior manager of IT Service Transformation at Northwestern Mutual. Since July 2017, he has helped drive innovation and positive change on Northwestern Mutual's technology support team. Prior to joining the technology team, he was the assistant director of Client Service Operations. Jeremy has more than a decade of progressive leadership experience in operations management, technology implementation, team building, and strategic planning.