Top 7 CX trends the Insurance Sector must consider in 2025
In 2025 and beyond, customers will continue to have the power as driving forces in selecting the insurance firm for them. In an increasingly competitive market, insurance companies must remain ahead of the curve providing exceptional customer experiences at every touchpoint, across every channel.
Luckily, advancements in technology are here to support those that are willing to embrace it and adapt to changing customer needs. By leveraging these top trends in the right way, CX Managers and agents can continuously evolve, improve and learn to drive innovation, efficiencies and profitability.
Below we discuss and predict the top seven trends insurance firms should consider in 2025, so you can be ahead of the curve with impressive CX.
Hyper-personalisation
You’re right, personalisation isn’t a new trend, however in 2025 we’re going to see hyper-personalisation taken to a more intrinsic level with the power of AI and data to create individual experiences tailored specifically to meet the needs of that customer, at that time. Typically, the challenge most insurance companies face with this is that customer data is being gathered, handled and analysed in silos across departments within the business. The shift needed in 2025 is to restructure this and keep in one central place. Combining data across marketing, claims, financials etc empowers agents to deliver a hyper-personalised customer experience, consistently.
Equally consider the platforms and technologies used to do this, too many systems will just cause pain points and accessibility issues so consider your tech stack very carefully. Hyper-personalisation in the call centre empowers agents to speak with customers they have spoken to before, know their wants, needs, and full interaction history with the insurance company demonstrating care, loyalty and a positive experience. This is particularly useful for agents managing insurance claims to deal with the customer from initial engagement through the entire journey, building a relationship with the customer and preventing a frustrated customer who would have to retell their query repeatedly.
AI Powered Omnichannel Tech
A strong emphasis remains on meeting customers on the platforms that they choose to contact you on, allowing them to engage with you at any time across multiple channels with the same experience. Does it sound too complicated for agents? Well, it doesn’t need to be with AI powered omnichannel. Omnichannel assists agents to manage customer enquiries seamlessly in one platform, combining all communication channels from webchat, phone, email, SMS, social media and more, into one user friendly interface.
There’s an overwhelming volume of omnichannel software, or often referred to as Call Centre as a Service (CCaaS), on the market claiming to be the ‘best’ so as we move into 2025 our advice would be to truly understand the features and AI capabilities, alongside the roadmap of functionality and modules they plan to introduce to ensure you remain at the forefront of technology.
Data Driven Operations & Efficiency
It’s really easy to be side tracked by ‘top trend’ articles and societal pressure to invest in this or that, without understanding the real value to your business operations. It’s in Matrix247 DNA to educate and empower insurance companies to leverage the right technology for them, and we do this with data at the forefront. It is with existing data sets that together we can make informed decisions to improve customer experiences with efficiencies.
With AI and machine learning able to process and analyse large datasets, insurance firms should leverage insights into customer behaviour, preferences, queries and more to continuously improve operations and CX. Data can provide critical insights into areas of the call centre that may need additional support, efficiencies, or improvements which is where you can begin understanding how technology can assist and alleviate this challenge.
AI Bots
According to Forrester, 50% of companies reported they are planning to increase their use of AI in customer service, with chatbots being the primary application. This reflects the growing reliance on AI to enhance customer interactions. Chatbots have been around for numerous years but with enhanced technology 2025 isn’t about those basic automated systems that frustrate your customer, AI bots can handle much more advanced queries with natural, empathetic conversations and sharing relevant information. Powered by AI, they’re typically in the form of chatbot, voicebot or emailbot solutions.
Not only are they considerably smarter, but they are also much easier to set up and integrate into omnichannel, CX, and other systems insurance firms typically use enabling an uptake in harnessing AI chat bots. With traditional chatbots on the market, there’s a lot of manual effort and ongoing time required to manage the output so that the bots can continuously improve and refine their information and support to suit your customer service needs and brand. However, with AI bots utilising generative AI and machine learning they can understand, respond and suggest actions in natural language to deliver the relevant solution for the customer.
Emotional care & loyalty
In an increasingly competitive market, price is not the only metric that sways a customer decision when purchasing insurance. Securing customers and keeping them as a long-term returning customer is a challenge, so ensuring customer experience, care and what’s driving customer loyalty is critical to success.
An experience that taps into a positive emotion is a powerful way to drive influence and leave a lasting impact on the customer to become more likely to be loyal towards your brand.
With the use of technology, data and the power of AI, agents can focus on driving emotional care, making the customer feel unique and valued. The ability to recognise, handle and turn a frustrated customer into a happy customer will be a priority in 2025 across every channel, whether it’s via a chatbot or human interaction.
Data Security & Privacy
Again, this is not necessarily a new trend for 2025, but a critical factor that must remain front and centre, particularly when investing and embracing new software that will assist in collecting and storing customer data. Customers are increasingly aware and conscious of who has their data, what it is used for and how it is managed by companies they trust. Ensuring data security and privacy is a priority for your insurance firm is a must not only to comply with regulations and changing legislations but also to protect your customers and signify your care towards what is an important factor for them. Any form of data breach can lead to hefty fines and significant brand reputation damage.
With any new technologies, ensuring a high level of knowledge, awareness and training surrounding data privacy and security should be a high priority. Security frameworks and finding the right supplier and partner that is transparent, meets your needs and expectations in this area should be a key decision maker.
Sustainability focused
In 2025, sustainability will be a more prominent expectation with customers seeking transparency on your operations and offerings that are eco-friendly. Many customers want to partner with insurance companies that align with their sustainability values urging many businesses to consider how to reshape CX to operate more environmentally friendly.
To gain a competitive advantage, initiatives include reducing carbon footprint, highlighting sustainable practices and products, and effectively communicating to customers about these measures and how they too can support to make more sustainable choices.
Of course, there’s a small number of insurance companies that have already begun their journey to implement some, or most, of the above. 2025 will be the year that will really separate those that are surviving to those that are thriving. If you don’t leverage the latest technologies, your competitor will. It remains that you can’t do everything at once, or rather you can but you shouldn’t. So, take a good look at the above trends and honestly evaluate your current performance in-line with these to better understand the investment your insurance company should take to make 2025 as successful as possible.
Need a helping hand sourcing and leveraging the right technology for your insurance firm in 2025? Fear not, we’re here to help. Get in touch with our expert team today and we’ll kickstart your journey to CX success together.
Latest Blogs News Articles Events
Top IT trends for SME’s in 2025
By leveraging advanced technology, SMEs can improve operational efficiency, gain a competitive advantage, and provide quality customer experiences despite the ongoing difficulties.
Cloud Phone System Alternatives
There are alternatives to cloud telephony, which are typically based on older technologies as many businesses haven’t made the switch to modern communication methods.
Best Cloud Phone Systems for Small Businesses
Effective communication is vital for UK small businesses in generating sales and maintaining open communication.
