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ATLANTA, Feb. 24, 2021 – Even before the pandemic, financial services companies had begun to transform underwriting and improve the customer journey using advanced analytics and artificial intelligence (AI). According to LIMRA research, in 2019 more than 8 in 10 carriers had in place or planned to implement automated underwriting programs.

Digital tools have also helped transform the customer experience during COVID-19 as companies used e-applications, e-signatures, e-notarization, and e-delivery of policy documents when face-to-face interactions were not possible. The pandemic has also continued to highlight the need for fraud prevention in the financial services industry.

To explore these and other topics, financial services professionals from claims, customer service, information technology, marketing and new business are invited to the 2021 Virtual LOMA Customer Experience Conference March 10-11.

Mark Horne, chief marketing officer, Pindrop, will moderate an industry fraud panel discussion with Melissa Glynn, head of fraud strategy, MassMutual; Anthony Joseph, director, Beneficiary Services, Nationwide; and Karen Losher, second vice president, Inforce Operations, Ohio National. They will examine the current challenges the industry is facing as a result of increased fraud activity related to COVID-19 and the responsibility to protect policyholders and their sensitive information.

Other highlights include:

• Horst Schulze, founding president and chief operating officer, Ritz-Carlton Hotel Company, will share his no-nonsense approach to achieving global success.
• Todd Silverhart, Ph.D., corporate vice president and director, Research Quality and Performance, LIMRA, will moderate a panel with Andrea Clark, assistant vice president, Experience Strategy, Western and Southern and Rob Sims, managing director and partner, Boston Consulting Group. They will discuss how companies are changing their customer experience practices and expectations in the current environment, as well as plans for moving forward.
• Colin Shaw, founder and CEO, Beyond Philosophy (a consultancy and training company), will shares insights on how customer behaviors have changed over this past year and how to design your experience accordingly to drive growth and value for your organization.

The 2021 LOMA Customer Experience Conference is being held virtually. There will be time to virtually network and attend a virtual exhibit hall. Members of the press are welcome to attend the event at no cost. Please email media contacts below for more details. For more information or to register, visit 2021 LOMA Customer Experience Conference.

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About LOMA
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.