Research Paper

Insurance carriers that hold on to old views (product-, function-, or channel-) risk falling behind as market leaders build deeper relationships with customers. Intensified customer expectations, coupled with the desire to better understand and serve customers, have led insurers to improve their customer centricity.

Curious about understanding the unique challenges and opportunities within the industry and how customer experience efforts are prioritized to shape an organization’s future state, LIMRA and NEOS conducted a study to evaluate perspectives of life and annuity professionals on real-world customer experience initiatives.

This study provides insight into the customer experience challenges and opportunities carriers face, how customer experience is managed and measured within an organization, and how to advance through a customer experience maturity model and achieve a competitive edge.

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