State of CX for the Insurance Industry
We surveyed 200 C-suite executives across the United States to understand how they’re navigating today’s challenges—and what strategies they’re using to not just weather the disruption, but actively transform their people, processes, and technologies. Ultimately, we wanted to learn how they plan to stay relevant, grow market share, and remain competitive in a rapidly evolving landscape.
What you’ll get from this report:
- Gain a strong understanding of how and where companies are implementing AI.
- See what challenges companies are experiencing with AI adoption – and see how you could avoid similar pitfalls.
- Understand how AI is restructuring organizations and job roles – and how they are managing this change.
- Understand how businesses are implementing ‘reskilling’ and ‘upskilling’ within their organization and the issues they are facing.
- See how and why many companies are retooling their onboarding and new hire training programs to stay competitive.
- Get a first-hand look at the threat of the “Peak 65” wave that is hitting now and into 2027.
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Helping insurance companies for over
20 years
American insurance companies are under pressure from multiple directions—economic volatility, escalating claims costs, regulatory scrutiny, workforce shortages, and rapidly shifting customer expectations. While AI and digital tools offer significant opportunities to modernize underwriting, claims, and customer experience, most insurers struggle with legacy systems, employee adoption, and compliance risks.
The winners will be those who balance cost restructuring with workforce transformation while leveraging technology to deliver faster, fairer, and more transparent service.
To learn more about how the experts at NRG can help navigate all of this for success, contact us today.
