보험에서의 AI 기반 고객 경험 : 전략적 우선사항

This IDC Perspective explores the evolving role of customer experience in the insurance industry. Drawing on recent IDC survey data and industry research, it highlights the strategic importance of customer experience initiatives, the rapid adoption of AI and digital technologies, and the shift toward real-time personalization and omni-channel engagement. The document provides actionable recommendations for technology buyers, emphasizing the benefits of investing in customer-centric solutions and the risks of failing to keep pace with changing customer expectations and regulatory requirements. "Between generational expectations and the widespread availability of robust technology options, insurance leaders recognize that investing in real-time, personalized customer experiences is no longer optional; it is a strategic priority to remain at the forefront of customers' minds. IDC surveys show that nearly 60% of insurers are prioritizing dynamic, AI-driven engagement to build loyalty, drive growth, and stay ahead in a rapidly evolving market." - Inci Kaya, research manager, Worldwide Insurance Digital Strategies

Executive Snapshot

Situation Overview

• Strategic Drivers and Use Cases for Customer Engagement
  • AI Agents Serve as a Way to Execute on Customer Experience
    • Personalization and Contextualization Initiatives
    • Technology Adoption to Enhance Customer Engagement
    • Operational Bottlenecks Plaguing Customer Experience
• Expected Impact of GenAI Investments

Advice for the Technology Buyer

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• Related Research
• Synopsis