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The Impact of COVID-19 on Life Insurance Customer Experience

2/10/2021 1:00 PM EST - 2:00 PM EST
Webinar
 

Overview

Who Should Watch

CXOs, senior leaders, and others customer experience professionals interested in learning how the COVID-19 pandemic influenced the customer experience. Registration is open to corporate office employees of LIMRA and LOMA member companies.

Highlights

The life insurance industry was not immune to the significant changes the COVID-19 pandemic forced on the manner in which companies conduct their business. While many aspects of the life business were forced to adapt, of particular interest is how the pandemic influenced the customer experience. In this webinar, LIMRA and BCG will highlight findings from research examining the experiences across the customer journey for individuals who purchased and managed life policies after the onset of the pandemic. In addition, specific industry examples for critical touchpoints will be discussed.

Presenters

Todd A. Silverhart, Ph.D., LLIF
Corporate Vice President and Director, Research Quality & Performance, LIMRA

Todd A. Silverhart, Ph.D., LLIF

Corporate Vice President and Director, Research Quality & Performance, LIMRA

Silverhart is responsible for directing select strategic research initiatives as well as implementing and managing processes to assure the quality of LIMRA’s research program. In this newly created role, he oversees the development of research agendas, the practices followed in conducting research, and the procedures for assuring the quality of research deliverables.

A frequent industry speaker and author, he also serves as staff representative for LIMRA’s Customer Insight Advisory Council.

Having joined LIMRA in 1988, Silverhart previously served in LIMRA’s Assessment Solutions unit, where he conducted producer and field manager selection research, consultation, and product development. From 2000 to 2019 he managed various LIMRA research functions including Technology in Marketing and Distribution, Markets, and Insurance Research.

Silverhart is a graduate of Middlebury College and received his Ph.D. in industrial and organizational psychology from Old Dominion University.

Rob Sims
Managing Director and Partner, BCG

Rob Sims

Managing Director and Partner, BCG

Nathalia Bellizia
Managing Director and Partner, BCG, BCG

Nathalia Bellizia

Managing Director and Partner, BCG, BCG

Contact us to learn more:

Amanda Cristina

Senior Meeting Planner

LIMRA

(860) 298-3829

acristina@limra.com