Almost 80% of insurers are focusing their efforts on improving the customer experience, according to a recent study conducted by Concentrix that examines the adoption of disruptive technologies in the insurance sector. The report, entitled ‘Technology Perspectives in Insurance 2025’, is based on the opinions of over 200 executives from 17 countries and highlights the crucial importance of digital transformation to ensure the sustainability of the sector in the future.
The study reveals that 41% of companies are already in the process of exploring or implementing generative artificial intelligence, a technology that promises to optimize services and provide more personalized attention to customers. This innovation has the ability to streamline vital processes, such as policy and claims management, favoring a smoother relationship between insurers and customers.
John Mejía, Global Vice President of Account Management at Concentrix, highlighted that insurance companies are going through a decisive moment. The adoption of emerging technologies, he assures, is essential to foster innovation in a sector that must adapt to the speed of current changes. Mejía emphasizes that the combination of artificial intelligence, predictive analytics, and automation could result in a significant improvement in both operational efficiency and customer experience.
The report also points out that 60% of respondents believe that traditional business practices are undergoing transformation, mainly due to the emergence of insurtechs, which offer faster and more accessible services. This evolution responds to the new expectations of consumers, who demand greater transparency and convenience in their interactions with insurers.
However, despite 67% of executives feeling supported by a solid data infrastructure, only 31% believe they are fully leveraging their customer interaction capabilities. This data highlights the urgent need for insurers to improve the application of collected data to achieve better results in their operations.
Concentrix suggests that insurance companies should prioritize the integration of customer-centric generative artificial intelligence and form strategic alliances that allow them to address the shortage of skilled labor. Additionally, it recommends investing in technologies that focus on analyzing customer experience, such as chatbots and personalized product solutions.
The combination of these initiatives is crucial for insurers to not only adapt to new market trends but also to position their services competitively in an environment that demands continuous innovation.
Referrer: MiMub in Spanish