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Our memberships, custom support, and in-depth published research equip you with the reliable information you need to make data-led decisions with measurable success.
Our wealth of resources inspires ideas and new ways of thinking with real-world solutions and the latest trends that drive your business forward.
Discover the latest trends our analysts are covering with live and virtual events packed with practical insights.
We’re committed to helping you get it right. Through trusted expertise, rigorous research, and practical insights, we enable businesses to make confident decisions.
The insurance industry is undergoing rapid Customer Experience (CX) transformation as carriers respond to rising policyholder expectations, increasing cost-to-serve pressures, and growing complexities across policy servicing and claims. Insurers are moving beyond traditional voice-based outsourcing toward AI-enabled, omnichannel, and transformation-led CX engagements. The integration of cloud contact center platforms, workflow orchestration, advanced analytics, and agentic AI is helping insurers deliver faster resolution, more personalized engagement, improved agent productivity, and more seamless customer journeys across the insurance life cycle.
The report examines key market shifts, including the modernization of contact centers, the rise of autonomous CX orchestration across distribution, underwriting, and claims, and the expansion of continuous, event-driven, and embedded insurance experiences. It also highlights how insurers are augmenting frontline agents with AI-powered assist tools, real-time knowledge, and empathy-led support, while placing greater emphasis on explainable AI, consent-led data use, and trust-by-design governance. Provider strategies, deal trends, and buyer expectations further reveal growing demand for outcome-linked models, digital-first service delivery, and CX transformation that improves satisfaction, loyalty, transparency, and long-term customer value.
This report is available to members.
In this report, we examine:
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