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Next-Level Customer Experience: How Do Insurers Get There?

Todd A. Silverhart, Ph.D., LLIF; Karna Trautman (NEOS); Chris Dickinson (NEOS) 10/24/2019

Life and annuities carriers' journey to optimizing their customer experience process.

Summary

This report looks at customer experience practices within life and annuity carriers.  It focuses on the challenges and opportunities they face, how customer experience is managed and measured, and provide insights for how your organization can optimize this experience.

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Meet the Project Director

Todd A. Silverhart, Ph.D., LLIF

Silverhart is responsible for directing select strategic research initiatives as well as implementing and managing processes to assure the quality of LIMRA and LOMA’s research program. Todd 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 and LOMA’s Customer Insight Advisory Council.

Having joined LIMRA and LOMA in 1988, Silverhart previously served in LIMRA and LOMA’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 and LOMA 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.

Corporate Vice President Research Quality & Markets Research
LIMRA and LOMA
tsilverhart@limra.com


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