Continuing Ed

LOMA Launches Customer Experience Certificate Program, Anchored by Award-Winning Impact CX: The Quest Course

The course and certificate program now available to individual employees

ATLANTA, Oct. 2, 2018 — LOMA today established a customer experience certificate program, Certificate, Customer Experience Essentials, for industry professionals working for life insurance and financial services companies. The three-course program provides students with foundational knowledge of an insurer’s products and services and a practical understanding of how employees across all areas of an insurance company can positively influence the customer experience.

“In today’s competitive market, life and financial services companies distinguish themselves through the level of customer service they provide. Their employees must understand the business and embrace their unique roles in positively influencing the customer experience,” said Kathy Milligan, FLMI, ACS, senior vice president of LOMA’s Education and Training Division. “Anchored by our award-winning course, Impact CX: The Quest, the new certificate program provides a holistic understanding of the life insurance industry, including what the customer journey should be, and shows employees how their decisions and actions can affect consumers’ perceptions of their company and ultimately impact the bottom line.”

A Scenario-Based Gamified Course

Impact CX: The Quest is an interactive, scenario-based, gamified course that helps organizations create a unified customer-first mindset among all employees. It transforms employees into customer advocates who demonstrate empathy and sound judgment when meeting customer needs — and improve the overall customer experience — at key touchpoints in the customer journey.

a course that helps organizations create a unified customer-first mindset among all employees...

Other requirements for the new certificate program include LOMA 280/281—Meeting Customer Needs with Insurance and Annuities and LOMA 290/291—Improving the Bottom Line: Insurance Company Operations. Students who successfully complete Impact CX: The Quest and who complete (or have already earned credit for) LOMA 280/281 and LOMA 290/291 will attain LOMA’s Certificate, Customer Experience Essentials.

LOMA continues to offer the course, Impact CX: The Quest, to companies in bulk for large-scale implementation. “We have expanded access to Impact CX: The Quest to individuals,” noted Milligan, “allowing them to improve their knowledge and awareness of their role in the customer experience and making themselves more marketable in this customer-centric environment.”

To learn more about Impact CX: The Quest or the Certificate, Customer Experience Essentials program, please visit



About LOMA
Established in 1924, with nearly 900 member companies in over 80 countries, LOMA is committed to a business partnership with its worldwide members in the insurance and financial services industry to improve their management and operations through quality employee development, research, information sharing and related products and services. To find out more about LOMA and the learning opportunities it offers, visit