CXFS 2020

November 09 - 10, 2020

Renaissance Boston Waterfront Hotel, Boston MA

Kendall Large


Corporate Vice President, Marketing
New York Life Insurance Company

Check out the incredible speaker line-up to see who will be joining Kendall.

Download The Latest Agenda

Day Two July 22, 2020 Channel of Choice – The Future of Customer Touchpoints

Wednesday, July 22nd, 2020


10:40 AM Case Study INTERACTIVE: OBx: Creating a Customer-Centric On-boarding Experience That Will Convert Leads to New, Loyal Customers

Case Study INTERACTIVE: OBx: Creating a customer-centric onboarding experience that will convert leads to new, loyal customers
Kendall Large, Corporate Vice President, Marketing, New York Life Insurance Company
New York Life Direct (NYLD), one of the nation’s top direct marketers of life insurance, continues to innovate and experiment in the ever challenging and evolving direct-to-consumer environment through A/B testing methodologies.  This session is an opportunity to learn about NYLD’s strategy for new customer onboarding to drive lead conversions and improved customer satisfaction.  
Join this session to find out:
·         How cross-functional teams used market research and customer journey mapping to identify the root causes for customer pain points
·         The plan created by Marketing and Service functions to improve the applicant to new customer onboarding experience
·         The framework for measuring success, and ensuring continued innovation

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