Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025

Insurers are undergoing rapid Customer Experience (CX) transformation as they respond to heightened customer expectations, digital disruptions, and pressure to reduce operational costs. This report explores how providers are supporting that transformation with modular, AI-native solutions, CX- platform modernization, and outcome-based commercial models. Enterprises are prioritizing seamless omnichannel journeys, intelligent automation, and agent-assist technologies to drive measurable gains in containment, satisfaction, and cost-to-serve.

Providers are emerging as strategic partners, enabling end-to-end transformation across policy sales, claims management, and customer servicing. The report highlights key sourcing trends, including a growing focus on real-time orchestration, hybrid human-AI workforces, and flexible delivery models that can adapt to regulatory demands and peak volumes. As insurers shift from transactional outsourcing to value-driven partnerships, the assessment provides a comparative lens on provider maturity, innovation, and ability to deliver business outcomes.