Among the pressures that life insurers face, there have been fundamental shifts in what customers expect from their advisors.

As part of the Accenture North American Insurance Financial Advisors Study, we spoke with 300 financial advisors across North America about the factors affecting the life insurance industry. In addition to revealing how digital has changed the interactions between advisors and clients, the survey shows that clients themselves have changed. Notably, they are better informed, more involved in decision-making and expect greater transparency from their advisors.

In this podcast, my colleague Patrick Lyons shares some of the details of the research.

Ultimately, it is up to the advisors themselves to address these shifts in customer expectations and deliver a level of service that meets them. However, it is up to life insurance and wealth management firms to provide the support, training and tools that their advisors need to deliver an optimal customer experience.

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