FStech - Insurance under pressure: Transforming customer and employee experience amid industry disruption

Insurance under pressure: Transforming customer and employee experience amid industry disruption

FStech and Genesys conducted a survey of insurance technology leaders to understand how organisations are transforming customer experience in response to rising customer expectations, increasing cost pressures, and a more volatile risk landscape.

The resulting report explores AI adoption, CX transformation priorities, integration challenges, and how insurers are balancing automation with human engagement to deliver more personalised, efficient, and resilient services.

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