Future of Insurance: Wrapped Up in CX and EX

The customer experience (CX) revolution is not new to North American insurers, and nor is the drive to digitization. In fact, across industries, a digital, customer first approach had already been identified as a strategic growth driver in 2019. Spend on CX technologies is forecast to reach $641bn by 2022, according to global market intelligence firm, IDC. Yet the perception of insurance as an industry that trailed others in the digitization and digital experience stakes has remained one that is tricky to shake.

In this white paper, Reuters Events and Medallia take a closer look at the future of customer experience in Canada and the U.S.