How Are Insurance Carriers Leveraging AI to Create Superior Customer Experiences?

enior insurance executives to explore the AI-enabled personalization of insurance products to increase customer loyaltyCustomer service is undoubtedly important to the modern, connected consumer. The chief differentiator between legacy carriers and the new breed of agile, digital-native insurtechs lies in the superior, efficient and omnichannel customer experience the latter are able to provide. While 2018 saw many legacy carriers conduct a host of pilot initiatives aimed at improving the customer experience, there is an imperative on the rest to act now in delivering interactive and personalized products, communications and experiences. Based on a 2019 Insurance Nexus survey, insurance executives believe that customer experience will see the biggest impact from the implementation of AI. While there are many barriers for carriers to effectively leverage AI, its potential for winning and retaining customers in the future is beyond doubt.
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