Industry report: AI and automation to enhance CX in general insurance


This report explores the strategic drivers for the adoption of AI and automation to enhance the customer experience in general insurance and explores how these technologies can help close the gap that exists between customer expectations of digital interactions with their insurers, and the insurers’ ability to meet them that Verint have defined as the Engagement Capacity Gap™. It is based on industry research, interviews with Tim Yorke, the Former COO of AXA, Lee Dainty, Commercial Claims Director at RSA and Dr Chris Humphris, VP Digital First Engagement EMEA at Verint, and contributions from Liz Ryan, Head of Claims Performance & Insights, Zurich Insurance and Steve Bell, VP, EMEA Solutions Consulting at Verint Systems.

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