2018 Winner Profile


Project Description:
TIAA is revolutionizing the way it interacts with its clients by investing in a variety of predictive technologies. Two of the most exciting technologies that the company uses to better understand and serve its clients are Next Best Action (NBA) and Next Connect. NBA is predictive technology that uses insights from client data to recommend actions to enable clients to better engage with TIAA and navigate the options they have to help meet their financial goals. By using NBA's product-related recommendations, consultants helped clients choose TIAA offerings that were best suited for them, generating more than $78 million in sales. Next Best Action is built on a powerful set of technologies that includes predictive analytics and a proprietary artificial intelligence engine. It uses discreet data points across personal, financial, demographic and behavioral patterns to provide real-time recommendations. By providing the right service to the right client at the right time, Next Connect spurred discussions about pursuing new financial options that resulted in $73 million in sales.
Business Goal:
Customer Experience
Rahul Merchant, Senior Executive Vice President and Chief Technology & Operations Officer
Roger Ferguson, CEO
New York, N.Y.
Financial Services (e.g. Banking, broker and Dealers, Exchanges)
View All 2018 Winners »