ATLANTA, Feb. 11, 2020 – Financial services professionals from claims, customer service, information technology, marketing and new business are invited to the 2020 LOMA Customer Experience Conference March 25-27 to learn how to improve customer satisfaction, loyalty and advocacy. The event will be held at the InterContinental Hotel in New Orleans, Louisiana.
A recent LIMRA/NEOS study, “Next-Level Customer Experience: How Do Insurers Get There?” found the three top objectives for customer experience programs at life insurance and annuity companies center on customer needs — improving service practices to meet customer needs, aligning company goals with customer needs and increasing employee awareness of customer needs. This conference will address these and other issues
“In today’s world, the digital customer experience is becoming as important a differentiator for brands as product and price,” said Alison Salka, Ph.D., senior vice president and director of research for LIMRA. “To reach the ‘best-in-class’ level of customer service, insurers must relentlessly improve customer journeys across channels and business functions.”
Keynote speakers include:
- Horst Schulze, founding president and chief operating officer, Ritz-Carlton Hotel Company, will share his visionary and disruptive principles for global success.
- Alison Salka, Ph.D., senior vice president and director of LIMRA Research and Nathalia Bellizia, partner, Boston Consulting Group will share findings of the LIMRA/BCG study of “What’s on the Minds of Life Insurance Executives Globally: Managing Change in a Customer-Focused World .” Then, Jose S. Suquet, chairman of the board, president and CEO, Pan-American Life Insurance Group, will give his perspective on the results of the study as it relates to the global organization he runs.
- Colin Shaw, founder and CEO, Beyond Philosophy (a consultancy and training company), will talk about his bestselling book, “The Intuitive Customer,” and the science behind customers’ decision-making.
The conference will also include case studies, topics such as call center employee engagement, using technology to share customer journeys, taking a human approach to modernization, leading through change and much more.
The 2020 LOMA Customer Experience Conference will be held at the InterContinental Hotel. Members of the press are welcome to attend the event at no cost. Please email media contacts below for more details. For more information and to register online, visit 2020 LOMA Customer Experience Conference.
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Established in 1924, LOMA helps to advance the financial services industry by empowering more than 900 financial services companies in 57 countries with knowledge, insights, connections, and solutions. Visit LOMA at www.loma.org.