Customer Experience Transformation

AI-driven omnichannel insurance experiences that unify data, accelerate personalized journeys and build trust while securely meeting global regulatory requirements.

Insurers are expected to deliver fast, personalized and seamless omnichannel experiences as the market shifts to digital-first experiences. However, many organizations continue to struggle with fragmented data, legacy systems and manual processes. These challenges lead to inconsistent customer journeys, limited transparency and declining customer satisfaction across policy, service and claims touchpoints.

Customer experience transformation in insurance is uniquely complex. Strict regulatory requirements, siloed platforms and broken journeys make it difficult to introduce new digital capabilities without risking compliance, operational stability, or partner ecosystem integration.

Persistent helps insurers reimagine customer experience through AI-led journey redesign, Customer 360 capabilities, intelligent automation and modern omnichannel platforms. By unifying data, embedding intelligence across core processes and aligning experience innovation with regulatory compliance, we enable faster resolutions, deeper personalization and sustained customer trust.

Benefits

Achieve 25%-40% higher NPS and CSAT through seamless omnichannel self service
Deliver a 40% reduction in policy servicing and claims processing time
Drive a 15%-20% increase in customer retention by reducing friction and churn
Enable 2X improvement in customer experience with a next generation digital insurance platform
Realize 30% operational cost reduction reinvested into better service and digital channels

Client Success

From Fragmentation to Flow: How a U.S. Insurance Leader Unified Operations with AI

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Client Success

Vermont Mutual transforms Policy Issuance & Underwriting

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Client Success

Leading Indian Health Insurance provider delivers personalized wellness programs

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Client Success

An Independent Insurance Claims Management company optimizes Claims and Administration processes

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Why Persistent?

Domain-Centric Product Engineering

We bring decades of experience co-engineering platforms for global insurers, reinsurers and policy platforms, blending product thinking with enterprise grade scalability.

AI-First Engineering DNA

Our SASVA 3.0, iAura and GenAI Hub accelerators enable AI-led transformation across the software development lifecycle for insurance carriers from rapid code generation to continuous validation. These accelerators help insurers reduce cycle time, improve code quality and enhance developer productivity.

Robust Partner Ecosystem

Established partnerships with leading platform providers and fintechs enable you to build the right solution for today while retaining the flexibility to innovate for tomorrow.

FAQs

How does Persistent approach customer experience transformation differently for insurance carriers versus other industries?

Persistent brings domain-centric product engineering built on decades of co-engineering platforms for global insurers, reinsurers and policy systems. This insurance-specific approach addresses regulatory complexity, legacy core system integration and partner ecosystem alignment that other industries don’t face. We combine product thinking with enterprise-grade scalability to deliver compliant, operationally stable transformations.

What role does AI play in unifying fragmented insurance data across legacy systems for omnichannel experiences?

AI enables Customer 360 capabilities by intelligently aggregating siloed data from legacy platforms, creating unified customer profiles across policy, service and claims touchpoints. Persistent embeds intelligence across core processes to deliver consistent omnichannel journeys while maintaining data integrity.

How does Persistent ensure regulatory compliance while implementing AI-driven customer experience initiatives in insurance?

Persistent aligns experience innovation with regulatory compliance by design, embedding governance into AI-led journey redesign and automation workflows. Our approach addresses strict regulatory requirements throughout implementation, ensuring new digital capabilities don’t compromise compliance or operational stability. This risk-aware methodology protects insurers while enabling faster innovation.

What does the implementation roadmap look like for deploying Customer 360 capabilities across policy and claims touchpoints?

Customer 360 implementation focuses on unifying data, embedding intelligent automation and modernizing omnichannel platforms across core insurance processes. This approach addresses fragmented systems through phased integration that maintains operational continuity while progressively enhancing customer journeys.

How does Persistents partner ecosystem enable flexibility when selecting digital insurance platforms for CX transformation?

Established partnerships with leading platform providers and fintechs allow insurers to choose best-fit solutions without vendor lock-in. This flexibility supports both immediate transformation goals and future innovation roadmaps.

What makes Persistent's domain-centric product engineering approach effective for insurance-specific CX challenges compared to general consulting firms?

Decades of co-engineering platforms for global insurers and reinsurers give Persistent deep understanding of insurance-specific challenges like regulatory complexity, legacy system constraints and partner ecosystem dependencies. This domain expertise enables solutions that address fragmented data, manual processes and compliance requirements simultaneously.