Insurers Modernizing Core Systems Must Consider Customer-Facing Experiences

Customer experience (CX) technology presents insurers with several categories of insurance-grown vendors; new Aite-Novarica report classifies 100 vendors by CX category and position

Boston, MA (Oct. 19, 2021) – As insurers today think beyond digital underwriting and claims to help sell products and maintain the loyalty of policyholders and agents, they have access to a wide range of customer experience (CX) tools and solutions. In a new report, Insurance CX Tech 100: Overview and Vendor Index, research and advisory firm Aite-Novarica Group profiles and categorizes 100 vendors and their CX solutions to help insurance companies optimize the customer experience.

“The kind of real-time personalization and omnichannel orchestration that occurs in e-commerce or even retail banking is only starting to be deployed by insurers,” said Paul Legutko, Senior Principal at Aite-Novarica Group and author of the new report. “But consumer expectations about the experiences and capabilities their insurance companies should be providing will push carriers beyond modernizing core systems to provide customer-facing experiences.

Among the key findings of the report are:

  • CCM solutions are getting smarter. Traditional CCM is being augmented or supplanted by AI-informed CX engineering and omnichannel orchestration platforms.
  • Real-time customer engagement has become omnichannel. Experience management platforms bring together and integrate chatbots, digital adoption tools, and virtual voice agents.
  • Voice of customer drives predictive behavioral signals. Survey tools and feedback management blend with AI analytics to use behavioral signals to predict churn or friction.

Click here to access the report.

This report profiles and categorizes 100 vendors and their CX solutions to help insurance companies optimize the customer experience.

Clients of Aite-Novarica Group’s Property & Casualty or Life, Annuities, & Benefits practice can download this 32-page report.

This report mentions Acoustic,, Acxiom, Adobe Experience Cloud, Aignyte, Airkit, Alterian, Appcues,, Atidot, Aureus Analytics, Avaya, Breathe Life, Calabrio, Captiv8, Clarabridge, Claritas, Webex Experience Management (formerly CloudCherry), Confirmit, Contentsquare (formerly Clicktale), Coveo, Crimson Hexagon, DAIS, Delighted, Digimind, Digital Mortar, Dovetail, Elafris, Epsilon, Equisoft, Eyeota, Flockrush/, ForeSee, FullStory, Gainsight, Genesys, Glassbox, Glia, Google Analytics, Hearsay, Hi Marley, Hootsuite, Hotjar, IIABA, Indeemo, iPerceptions/Astute/Emplifi, iPipeline, Ipsos, Jornaya, Kitewheel, leO, LexisNexis Risk Solutions,, Liferay, Majesco Digital1st, ManageMy, Medallia, Meltwater, Mixpanel, NetBase Quid, Neuro-ID, Neustar, NICE CXOne, Nielsen MRI-Simmons,, Oracle CX Cloud, Plum Voice, Podium, Pointillist, Pypestream, Quadient CXM, Qualaroo, Qualtrics, QuandaGo, Quantum Metric, Salesforce, Siteimprove Analytics, Smaply, Sprinklr, SuiteCX, Sureify, SurveyMonkey, Suzy, Talage, Talkwalker, Tealeaf, Thunderhead, Usabilla (GetFeedback), UserIQ, Usermind, Ushur, UXPressia, Verint, Vermeg, Voxco, WebTrends, WhatFix, Woopra, Xemplar, and YouGov.

About Aite-Novarica Group

Aite-Novarica Group is an advisory firm providing mission-critical insights on technology, regulations, markets, and operations to hundreds of banks, insurers, payments providers, and investment firms—as well as the technology and service providers that support them. Comprising former senior technology, strategy, and operations executives as well as experienced researchers and consultants, our experts provide actionable advice to our client base, leveraging deep insights developed via our extensive network of clients and other industry contacts. For more information, visit

Source: Aite-Novarica Group

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