TIAA (Teachers Insurance and Annuity Association of America), a Fortune 100 company serving over 5 million people, is redefining client experience by focusing on personalization, customer-first service, and trust. Leading this effort is Jessica Austin, Chief Digital and Client Experience Officer, who brings over 22 years of expertise from her time at Intuit, where she developed a deep understanding of customer success.
Jessica’s leadership is driven by a clear goal: solving client problems by putting their needs first. “Our goal is to deliver real value by addressing the issues that matter most to our clients,” she explains. This philosophy guides how TIAA designs its products and supports clients through critical retirement decisions, fostering long-term trust.
AI plays a central role in this transformation, enabling TIAA to offer personalized financial advice tailored to each client’s unique situation. “We use AI to deliver relevant insights that keep clients on track for retirement,” Jessica says. By analyzing behavior and trends, TIAA provides proactive, customized guidance, ensuring AI enhances rather than replaces human expertise.
Jessica also emphasizes the importance of real-time feedback to stay closely connected with clients. TIAA’s live feedback system allows her team to view client comments as they come in, enabling quick responses and ongoing improvements. “This immediacy helps us stay accountable and constantly improve the client experience,” she notes.
By combining leadership, AI, and real-time feedback, TIAA is setting a new standard for personalized and responsive financial services.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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