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Industry Strong Resources — October 7, 2020

New This Week Customer Service Research Customer Experience Benchmarking Professional DevelopmentFeatured PublicationsLIMRA Virtual Annual Conference Upcoming Webinar Insurance ResearchWorkplace Benefits Research Retirement Research Coronavirus Research

Celebrating Customer Service Week — October 7, 2020

▶On Demand Webinar: Improve Your Customer Experience With Enhanced Authentication

▶Liven Up Remote Learning With This Gamified Course

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

▶Customer Experience Benchmark Program for Life Insurance

▶Resource Magazine: Superior Service

Customer Experience Benchmarking

Customer Experience Benchmarking Program for Life Insurance

Optimize customer experience for the uniqueness of life insurance.

Customer Experience in the Life Insurance Industry: LIMRA’s Customer Experience Model and Industry Benchmarking Program

In this paper, we discuss managing customer experience, describe a model of customer experience addressing the nuances of life insurance, and outline an industry benchmarking program.

Cx for Life

Today’s business executives are increasingly looking to enhance customer experience (Cx) as a path to business growth.

Professional Development

Liven Up Remote Learning With This Gamified Course

Now more than ever, employees need to understand the importance of Customer Experience (CX) and their role in providing it. LOMA’s Impact Cx: The Quest offers a fun, engaging way to learn more about CX from home! This interactive, decision-based, gamified course transforms learners into customer advocates who must demonstrate empathy and sound judgment to meet customer needs.

Build Skills and Confidence to Deliver Exceptional Customer Service

Delighting customers takes work. Today’s employees may have to help customers affected by the pandemic or changes to guarantees. Boost skills and confidence with ACS 101: Customer Service for Insurance Professionals. This online course ensures all employees have the knowledge and skills needed to deliver exceptional customer service.

Featured Publications

Superior Service

Resource Magazine: September/October Issue

  • How insurers can minimize disruptions and prioritize customers in today’s difficult environment
  • How insurers are adjusting their digital strategies to meet the changing needs of their customers
  • A look at COVID-19’s impact on underwriting.

Rising Expectations, Accelerating Strategies

Insurance Companies Respond to Customer Experience

LIMRA and NEOS partner to better understand the customer experience challenges and opportunities that life and annuity carriers face. “It has been forecast that in 2020, customer experience will overtake price and product as the key brand differentiator.”

Are Criminals Endangering the Customer Experience?

Ensure Your Customer Experience Doesn't Open You to Fraudulent Activity

While the latest tech allows for easier and smoother business processes for consumers, it also opens up new avenues for criminal activity.

Upcoming Virtual Conference

LIMRA Virtual Annual Conference

October 26 – 28, 2020

Organizational psychologist at the Wharton School of Business and best-selling author, Adam Grant, presents at the 2020 Virtual Annual Conference on Oct. 26–28. How do we find strength in the face of adversity? Grant describes resilience as the strength of our response to adversity, and discusses how to build this in our organizations and ourselves.

Check our agenda and register now!

Upcoming Webinar

The DOL Rule — Back to the Future?

10/14/2020, 2 - 3 p.m. EDT

This summer, the DOL issued its latest proposal for a fiduciary rule to regulate investment advice related to ERISA-covered retirement savings. The rule — which continues to generate controversy — has the potential to reconfigure advice models and impact the dynamics of the IRA rollover market. Join us for an up-to-date expert interpretation of DOL rule and its implications for industry stakeholders.

On Demand Webinars

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Improve Your Customer Experience with Enhanced Authentication

4/8/2020, 1 - 2 p.m. EDT

Fraudsters are getting smarter with rapidly evolving and innovative attacks on digital and call center transactions. In doing so they have helped to push the evolution of authentication capabilities.

Coronavirus Research

COVID-19 Social Distance and Distribution: Firm Survey Summary of Results

This report disseminates information on challenges and best practices for insurance, annuities, and investment distribution in light of COVID-19.

COVID-19 Social Distance and Distribution: Advisor Survey Summary of Results

This report disseminates information on challenges and best practices for insurance, annuities, and investment distribution in light of COVID-19.

COVID-19 New Business and Product Survey — July 2020 Update

This report presents results of a survey of company practices around new business and product pricing in the current market environment. This document is an update to a report published in April 2020.

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