WEBINAR | How CX Technology Transforms Small and Mid-sized Life Insurers

Session agenda #

• The CX maturity model: how carriers are scored across 7 indicators
• Research findings: what separates high-maturity from low-maturity carriers
• Real-world perspective: GPM Life's digital transformation journey
• Top CX challenges for resource-constrained carriers
• Digital agent tools and self-service portals: what to prioritize
• Three key focus areas and the foundations that make them work

What you'll learn #

• Why 76% of carriers are still stuck at low or medium CX maturity — and the organizational and technology factors that explain it. See the full research findings.
• How CX maturity objectives shift as carriers grow — from cost reduction and sales to agent retention, conversion metrics, and long-term growth.
• Which digital agent tools deliver the highest CX impact — electronic applications (eApps), self-service portals, and automated underwriting top the list. Learn how modern policy administration systems (PAS) drive CX.
• What happens when you put the cart before the horse — a candid lesson from GPM Life on building front-end tools before the internal infrastructure is ready.
• The three CX technology priorities carriers are focused on right now — data analytics, self-service portals, and accelerated application processing.
• The three foundational moves that make CX transformation stick — modernizing your data architecture, building a customer-centric culture, and breaking down departmental silos.

About our expert speakers #

Dean Lambert — Executive Director, Life Insurers Council (LIC) #

Dean Lambert leads the Life Insurers Council (LIC), the trade association representing small and mid-sized life insurance carriers across North America. With decades of experience at the intersection of insurance operations, marketing, and member services, Dean brings a practitioner's perspective to the challenges facing resource-constrained carriers navigating digital transformation.

As moderator of this session, Dean draws on his direct experience working with member companies to surface the operational realities behind the research data — from legacy system risk to the organizational buy-in required to move CX projects forward.

Tabitha Evans — IT Programming Operations Manager, GPM Life #

“We can put a lot of tools out there for our agents and policyholders. But if the tool is simply a facade — if it's not doing anything on the internal side — you've put the cart before the horse.”

Tabitha Evans oversees IT programming operations at GPM Life, a carrier with a century of history and a current mandate to modernize. She joined GPM Life in 2021 after building agent technology on the distribution side — an experience that gave her a firsthand understanding of what agents actually need from a carrier's digital infrastructure.

At GPM Life, Tabitha is leading the company's digital transformation efforts, working across customer service, agent experience, and internal operations to replace legacy systems with integrated, cloud-ready infrastructure. Her approach: fix the foundation before building the facade.

Zineb Jazouli — AVP, Product Engineering, Equisoft #

“High-maturity companies aren't just focused on reducing costs or increasing sales. They're looking at how CX can help them across multiple objectives — including agent retention and applicant-to-policyholder conversion.”

Zineb Jazouli has spent over 15 years at Equisoft shaping the company's digital insurance product strategy. As AVP, Digital Insurance, she leads product engineering, development, and go-to-market for Equisoft's suite of digital tools for insurance carriers — spanning electronic application (eApp) systems, illustration and quoting platforms, and agent and customer portals.

Zineb co-designed the CX maturity framework used in the LIC research study and brings deep expertise in how carriers at every stage — from foundational to optimal — can use technology to drive measurable improvements in customer and agent experience.

Deepen your knowledge: CX and digital transformation for life insurance carriers
#

• Driving life insurance growth through enhanced CX: The full research report behind this webinar — download the complete findings on CX maturity, technology adoption, and future priorities for small and mid-sized carriers.
• A comprehensive guide to customer experience in the life insurance industry: A deep-dive hub covering CX strategy, technology, and best practices for carriers at every stage of maturity.
• Actionable advice for succeeding in your policy administration system (PAS) modernization: A practical guide for carriers undertaking PAS modernization — the foundational project most CX transformations depend on.
• Unleashing the power of data: migration, transformation, and integration in life insurance: Covers the data architecture decisions that underpin successful CX improvements, including migration strategies for carriers moving off legacy systems.
• Equisoft/sync — client and agent portals: Learn how Equisoft's self-service portal gives policyholders and agents the ability to manage transactions, view policy data, and communicate without manual intervention.
• Equisoft/apply — electronic applications (eApps): The eApp and eSignature platform designed to streamline new business processing and reduce the manual workload on both agents and carrier staff.
• Life Accelerated podcast: Equisoft's podcast series featuring candid conversations with insurance industry leaders on modernization, technology strategy, and the future of carrier operations.