Life Insurance and the Customer Experience: How to Win in the Age of the Connected Consumer

Life Insurance and the Customer Experience: How to Win in the Age of the Connected Consumer

This Customer Experience webinar series was created in partnership with LexisNexis® Risk Solutions and Maddock Douglas. This series explores ways to examine and inspire improvements in the customer experience using a framework developed by Maddock Douglas called the “Customer Experience Cycle,” which covers all phases of the customer journey, from initial engagement through acquisition and retention, and ultimately increasing customer lifetime value. 

Watch the replay for the first two webinars in the series below:

Life Insurance and the Customer Experience Part 1:
Acquire with Retention in Mind

Life Insurance and the Customer Experience Part 2:
Be Careful What You Ask For

Life Insurance and the Customer Experience Part 3:
How to Keep Your Customer Coming Back for More

Life Insurance and the Customer Experience Part 1:
Acquire with Retention in Mind

While it may be true that all phases of the Customer Experience Cycle have an impact on the sales funnel, the earliest phases are the ones that often make the difference between someone who is merely interested, and someone who actually buys. Our speakers explore the first phase of the Customer Experience Cycle—Connect & Attract —and highlight some of the potential pitfalls in each phase, along with opportunities to improve results. While we can’t give you a magic GPS to drive you to where all the engaged leads are, we can help you discover how data is a valuable tool that, when used properly, can help you arrive at your destination more quickly and effectively. Case examples and a live Q&A are featured.

Life Insurance and the Customer Experience Part 2:
Be Careful What You Ask For

In the wake of public and policymaker outrage following the Facebook-Cambridge Analytica scandal, carriers must avoid crossing a shifting ethical line with respect to their life insurance applications. In the past, the focus was placed on ways to help consumers understand the nature of insurance to make them more comfortable with sharing data. But, how will evolving data privacy standards change the conversation? In part two of four in this webinar series, we will explore the central phases of the Customer Experience Cycle—Orient & Transact—which is where an individual transitions from a prospect to a client. The critical interactions in these phases rely heavily on the equitable exchange of data, so we’ll explore how to create the appropriate return on information to make the experience transparent and meaningful for your customers. Case examples and a live Q&A are featured.

Life Insurance and the Customer Experience Part 3: How to Keep Your Customer Coming Back for More

How can insurers grow their relationships with clients beyond the sale? How can they sell more or higher-value policies to current clients? In part three of four in this webinar series, participants will challenge themselves to reframe these questions and uncover what the industry should be asking instead, as we explore a critical phase of the Customer Experience Cycle: Engage & Retain. Discover how insurers can combine data with empathy to unlock deeper client needs that can be fulfilled over time, while building lasting connections with clients and their loved ones. For inspiration, we will go outside the life insurance industry and review parallel examples.

Additional Resources:

Sustainable Growth Strategy

The Missing Piece of the Insurance Customer Experience

Is Digital Really Rocking the Life Insurance World?

Contributory Databases can Unlock Value for Insurers

The Life Insurance Landscape

Life Events as Opportunity Drivers: Information is Power

Know Your Customer, Grow Your Business

Contributory databases can help insurers minimize blind spots