CIGNA Customer Experience Officer Ingrid Lindberg has been named to the 2009 Business Insurance list of "Women to Watch."
Now in its fourth year, the magazine's annual "Women to Watch" issue profiles women executives who are doing outstanding work in insurance, reinsurance, risk management, employee benefits and related fields. Business Insurance's criteria include the individual's recent professional achievements, influence on the marketplace and contributions to the advancement of women in business.
Named CIGNA's customer experience officer in January 2008, Lindberg is responsible for developing and overseeing the implementation of a corporate-wide customer experience strategy, which addresses all matters related to how CIGNA engages and serves the individuals covered by CIGNA benefit plans.
"Ingrid has crystallized CIGNA's relentless focus on making the customer the center of our universe," said Benjamin Karsch, CIGNA's chief marketing officer. "And she has done so with great passion and style – winning hearts and minds both within CIGNA as well as with external audiences as we embarked on the path to achieving this vital goal."
In 2009, Lindberg and her team earned the Gold Medal award at the Gartner Customer Relationship Management Summit for their exemplary customer strategy as well as a customer experience excellence award. The effort has led to an improvement in customers' understanding of their benefits in excess of 100 percent, a 50 percent reduction in the number of printed materials customers receive, and the use of simpler language that doesn't rely on insurance jargon.
It also led CIGNA to become the first in its industry to offer 24 hour-a-day, seven day-a-week customer service. Lindberg and her team were also recently highlighted in a case study published by IBM Global Business Services: Don't yield on customer trust: Navigating the customer experience journey on the rough road ahead.
Before joining CIGNA, Lindberg held a variety of customer-centric positions including: chief marketing officer for Ceridian Benefits Services, customer engagement lead for Definity Health where she was responsible for creating their service model, and transformation lead for American Express Financial Advisors. She also has held positions with increasing accountability for creating strategies for customer understanding, experience and engagement with State Street Global Advisors, First Data and Watson Wyatt.
Lindberg and the other Women to Watch are featured in the December 7 Business Insurance spot light report and received their awards today in Chicago.
CIGNA (NYSE:CI), a global health service company, is dedicated to helping people improve their health, well-being and sense of security. CIGNA Corporation's operating subsidiaries provide an integrated suite of medical, dental, behavioral health, pharmacy and vision care benefits, as well as group life, accident and disability insurance, to approximately 46 million people throughout the United States and around the world. To learn more about CIGNA, visit www.cigna.com.
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Contacts:
CIGNA Corporation
Joseph Mondy, 860-226-5499
joseph.mondy@cigna.com
