The insurance industry has invested heavily in digital transformation over the past decade, but many organisations are still struggling to deliver the connected customer experiences that policyholders increasingly expect. New research from FStech and Genesys reveals that while AI, automation and digital channels continue to evolve, fragmented systems, disconnected customer journeys and limited measurement of business outcomes remain significant barriers to progress.
Join FStech and Genesys for this informative webinar, where we will explore what the next phase of customer experience transformation means for insurers and discuss how organisations can build the foundations needed to deliver connected, intelligent and measurable customer experiences.
Drawing on insights from the FStech survey report Insurance under pressure: Transforming customer and employee experience amid industry disruption, Gilles Talbot, insurance director EMEA at Genesys, will examine why customer experience must be treated as a business strategy. He will discuss why integration, customer context and meaningful business KPIs are becoming just as important as AI adoption, and how leading insurers are creating more seamless customer journeys.
The webinar will also explore practical lessons from insurers already deploying AI successfully, examine what a modern digital claims journey should look like, and discuss how technology can make customer interactions more personalised, empathetic and efficient without sacrificing the human touch.
