Disrupting the Customer Experience of a 160-Year-Old Company
summary
Northwestern Mutual buys LearnVest, retools a 160-year-old business into a digital-first service: small pizza pie teams of 8–10 with paired product and engineering leads, 30 pods across New York and Milwaukee, and a rule of releasing every two weeks. Built account aggregation, a mobile iOS/Android app, and a matching algorithm that returns three advisors from five inputs. Results: web bounce flips from 75% leaving to 75% engaging, digital linking grows toward ~2 million accounts, releases jump from 87 to ~4,000 a year, and advisor engagement uses creative labs and shadow sessions.
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