Mary Sams is Senior Research Analyst at the Insurance Information Institute (Triple-I), one of the leading sources for insurance industry data and thought leadership. With three decades of experience, Mary is a respected and proven leader in all aspects of customer research, statistical analysis, predictive modeling, and data driven insights.
Prior to joining Triple-I in late 2021, Mary was AVP of Customer Experience at Zurich, a top global insurer. During her 11 years with Zurich, she facilitated research that was key to the growth and development of industry-leading customer segmentation and helped elevate the “Voice of the Customer” through her creation of NPS feedback loops. Throughout Mary’s career, she has been adept at training and educating businesses in finserv and insurance in predictive modeling and segmentation. From 1998 to 2010, as VP and Partner of Audience Identification, Inc., Mary delivered crucial analysis and models for United MileagePlus, Visa member banks, US Bank, and the American Bar Endowment, among others.
Mary is a graduate of the Georgia Institute of Technology. She enjoys all types of college sports especially college football. Mother of two adult children, she is in the process of reorganizing her free time to focus on reading for fun. She is enjoying a new genre: environmental fiction.