Case Study: Globe Life achieves a 4.7-star Google rating and stronger customer experience with Birdeye

Bridging the gap between the voice of the customer and customer experience

Globe Life, led by Senior Manager of Customer Experience Ashley Cash, needed to centralize the voice of the customer across 458 agency offices and fix a fragmented online reputation while raising CX to meet modern digital expectations. To do this, Globe Life partnered with Birdeye to monitor reviews and operationalize customer feedback across its five insurance brands.

Birdeye was rolled out to all 458 offices alongside new CX processes and executive visibility, enabling daily review monitoring, faster issue resolution, and coordinated cross-team fixes. The result: Globe Life’s Google rating climbed from 1.6 to 4.7 stars, agents adopted the program company-wide, and leadership can now tie improved customer experience to revenue—demonstrating clear, measurable impact from Birdeye.

Globe Life

Ashley Cash

Senior Manager of Customer Experience