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

Todd A. Silverhart, Ph.D., LLIF 4/3/2018

Bridge what is known about general customer experience practices with the needs of life insurers.

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Industry Issues

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.     

Key Findings

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.     

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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


For more information, please contact tsilverhart@limra.com.

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