Connected experiences: Building the foundations for the next generation of insurance CX

Sponsored by Genesys

Wednesday 25th November 2026

City Social Tower 42, 25 Old Broad St, London EC2N 1HQ 

Insurers face increasing pressure to modernise legacy technology, improve operational efficiency and respond to an increasingly unpredictable operating environment. While investment in AI, automation and digital channels continues to accelerate, many organisations are still grappling with fragmented customer data, disconnected journeys and ageing systems that limit their ability to deliver measurable business value.

New research from FStech, in partnership with Genesys, found that although AI has become a strategic priority across the industry, only 24 per cent of insurers have embedded AI across most customer journeys while 26 per cent report limited integration with core systems.

As customer expectations continue to rise, insurers must look beyond implementing new technologies and focus on integrating data, journeys and operations to deliver unified, personalised experiences at every stage of the customer lifecycle.

Join us at this roundtable event to explore what comes next after digital transformation. Together, senior leaders will examine the practical barriers preventing insurers from scaling AI, discuss how organisations can measure the success of transformation programmes, and share real-world experiences of building seamless customer experiences that deliver measurable business value.

Topics for discussion

• What are the biggest barriers you face in implementing AI across your organisation?

• How can insurers use AI and automation to enhance customer experience while preserving the empathy and trust that customers expect during critical moments?
  How should insurance leaders measure the success of CX transformation beyond traditional technology KPIs?

• What does successful CX transformation look like for insurers over the next three to five years and how can organisations better connect operational performance with commercial outcomes such as claims efficiency

• Which areas of the insurance value chain should be the highest priorities for technology investment over the next 12 to 24 months, and why?

• How can technology help insurers move from reactive customer service to more proactive, predictive customer engagement to improve customer loyalty?
  
  

Timings for the evening:

18:00 - 18:30 Welcome and refreshments

18:30 - 20:00 Introduction to fellow guests and roundtable discussion

20:00 onwards Complimentary three-course meal

Register now!