Bridge what is known about general customer experience practices with the needs of life insurers.
Today’s business executives are increasingly looking to enhance customer focus as a path to the growth of their business. They are focusing on the need to become more customer-centric across the range of industries, not just financial services. Yet there are distinctive characteristics associated with life insurance that make managing the customer experience different from other products.
This paper discusses observations on the intricacies surrounding customer experience when it comes to the life insurance industry, shares the thinking behind LIMRA’s model of customer experience, and outlines the industry benchmarking program based on that model.