Case Study: New York Life achieves real-time, actionable customer insights with Qualtrics

New York Life - Customer Case Study

New York Life, a leading insurer since 1845, needed a way to capture and route customer feedback in real time to uphold its commitment to service excellence. The challenge was implementing a customer insights solution that could deliver timely, actionable data to decision makers across a large financial-services organization.

Using Qualtrics XM, New York Life launched automated post-call surveys in its Inforce Service area, quickly overcoming initial executive skepticism. The platform’s flexibility and rapid implementation won leadership approval, enabling real-time feedback delivery, faster insight-driven decisions, and greater confidence in the customer experience program.

New York Life

Doug Kennedy

CVP Customer Experience