Nandita Dalal

VP Customer Strategy Principal Financial

Nandita Dalal serves as a Vice President of Customer Strategy for Principal Financial Group championing customer centricity throughout Principal’s business operations. In her role, she is responsible for advancing Principal’s customer-centric transformation by fostering cross-unit collaboration, enhancing core Customer Experience (CX) capabilities, and implementing omni-channel engagement strategies to meet customer needs. Nandita brings 20 years of experience as a customer-obsessed marketer in the financial and insurance industries. Prior to joining PFG in 2023, she worked at Lincoln Financial Group, Blue Cross Blue Shield of Nebraska, and Mutual of Omaha leading direct-to-consumer marketing, customer experience and B2B marketing strategy and teams. Nandita has an MBA in Marketing from Radford University.

DAY ONE – Leading a CX Transformation Across the Organization

1:15 PM INNOVATION WORKSHOP: Bridging the Gap to Drive Growth: Connecting Brand and Customer Experience

In today’s rapidly evolving marketplace, the connection between a brand and its customers is more critical than ever – whether B2C or B2B. Join this session to explore the intricate relationship between brand identity and customer experience, emphasizing the importance of creating a seamless and meaningful interaction at every touchpoint.

The discussion will focus on:

· Extending customer experience beyond mere transactions to encompass emotions, perceptions and relationships

· Delving into the key elements that contribute to a positive customer experience, such as personalization, responsiveness, and authenticy

· Uncovering the art and science of connecting brand and customer experience to create lasting, meaningful relationships with your customers

Check out the incredible speaker line-up to see who will be joining Nandita.

Download The Latest Agenda