Report cover image

AI-Powered Customer Experience in Insurance: A Strategic Priority

Publisher IDC
Published Jan 05, 2026
Length 16 Pages
SKU # IDC20763341

Description

This IDC Perspective explores the evolving role of customer experience in the insurance industry. Drawing on recent IDC survey data and industry research, it highlights the strategic importance of customer experience initiatives, the rapid adoption of AI and digital technologies, and the shift toward real-time personalization and omni-channel engagement. The document provides actionable recommendations for technology buyers, emphasizing the benefits of investing in customer-centric solutions and the risks of failing to keep pace with changing customer expectations and regulatory requirements. "Between generational expectations and the widespread availability of robust technology options, insurance leaders recognize that investing in real-time, personalized customer experiences is no longer optional; it is a strategic priority to remain at the forefront of customers' minds. IDC surveys show that nearly 60% of insurers are prioritizing dynamic, AI-driven engagement to build loyalty, drive growth, and stay ahead in a rapidly evolving market." — Inci Kaya, research manager, Worldwide Insurance Digital Strategies

Table of Contents

16 Pages

Executive Snapshot

Situation Overview

Strategic Drivers and Use Cases for Customer Engagement

AI Agents Serve as a Way to Execute on Customer Experience

Personalization and Contextualization Initiatives

Technology Adoption to Enhance Customer Engagement

Operational Bottlenecks Plaguing Customer Experience

Expected Impact of GenAI Investments

Advice for the Technology Buyer

Learn More

Related Research

Synopsis

Search Inside Report

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Request A Sample
Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us