Arthur J (A.J.) Iarussi, MBA, MA, CSSBB

Manager, Internal Sales & Service Nationwide Financial

A.J. Iarussi is a customer experience and operations leader with over 30 years of experience, focused on using customer insights, voice of customer data, and analytics to improve service, processes, and business outcomes at Nationwide Financial. His team partners across internal sales and service teams to turn CX feedback into practical improvements that strengthen the customer experience and support operational effectiveness.

CX BFSI Exchange - Day 2

11:50 AM Event Partner Presentation: Understanding What Customers Think in an AI World

Surveys are not dead. In fact, they may be more important than ever. While AI can help organizations understand customer behaviors and interactions at unprecedented scale, it cannot fully explain what customers think through behaviors alone. Without understanding customer perceptions, motivations, and unmet needs, organizations risk acting on incomplete insights. In this session, Nationwide, together with Concentrix, will share how important it is to capture what customers think, say, and do, and how surveys contribute to understanding what customers actually think improves CX.

Check out the incredible speaker line-up to see who will be joining Arthur J (A.J.).

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