A Research Report for Life Insurance Carriers Looking to Modernize and Grow #
One of the primary drivers of digital transformation in the life insurance industry is improving customer experience (CX) to attract more new prospects and better engage those who have become clients.
But delivering seamless, digital-first experiences remains a challenge, especially for small and mid-size carriers facing legacy systems, tight budgets, and fragmented data environments.
That’s why Equisoft partnered with the Life Insurance Council (LIC) to survey the industry and uncover:
- Where CX really stands today
- What technologies are in place—and where gaps exist
- How organizational culture is accelerating or slowing progress
- What insurers are prioritizing next to drive change
Download the full report to uncover small and medium size insurers’ current CX concerns, challenges, technology adoption, and future priorities. The report focuses on several key areas related to CX and digital transformation in the life insurance industry, including:
Customer Experience (CX) Concerns and Challenges #
Small and mid-size carriers are working to modernize CX but continue to face friction from outdated processes, siloed data, and limited digital engagement.
Digital Tools and Technologies #
Insurers are investing in tools to support CX, but many still lack integrated, enterprise-wide solutions that enable truly seamless experiences.
Data Management and Analytics #
Fragmented data environments are preventing insurers from turning customer information into actionable insights that drive better outcomes.
Organizational Culture and CX Initiatives #
A culture shift is underway—but internal alignment and leadership buy-in remain key to sustaining long-term CX transformation.
Employee Experience and HR Technology #
Improving employee experience is increasingly seen as foundational to CX success, yet many carriers are just beginning to modernize internal tools and processes.
