2024 SOA ImpACT Conference - Session 2B: Optimizing the Underwriting Journey and Customer Experience with Behavioral Science 10.28.24 Recording

Behavioral Science is a powerful tool to enhance customer experience and improve outcomes across the life insurance value chain. This session will cover the foundations of behavioral concepts in a life insurance context and discuss practical areas that can benefit from behavioral science including customer engagement, disclosure, and retention. The session will leverage recent SOA research and specific experience in communication campaigns and call center best practices to translate theory to quantified results. Attendees will leave with an appreciation for potential challenges and practical steps to measure and demonstrate the value of implementing behavioral science.