{"id":635428,"date":"2026-07-06T12:55:57","date_gmt":"2026-07-06T19:55:57","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/customer-experience-in-insurance-from-cost-center-to-growth-engine"},"modified":"2026-08-04T05:25:59","modified_gmt":"2026-08-04T12:25:59","slug":"customer-experience-in-insurance-from-cost-center-to-growth-engine","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/customer-experience-in-insurance-from-cost-center-to-growth-engine","title":{"rendered":"Customer Experience in Insurance: From Cost Centre to Growth Engine"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]There\u2019s a familiar refrain I hear from insurance leaders: <\/span>\u201cWe\u2019re doing okay. Why disrupt what works when we\u2019re making money?\u201d<\/span><\/i> <\/span><\/p>\n

It\u2019s a fair question. Stable loss and combined ratios. Acceptable CSAT. Contact centres hitting SLAs \u2014 most of the time. On paper, things look good.<\/span>\u00a0<\/span><\/p>\n

But in today\u2019s market, \u201cokay\u201d is often where value quietly leaks out and where experience leaders are quietly winning.<\/span>\u00a0<\/span><\/p>\n

Because while your business may be steady, the industry around you is accelerating.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

The Quiet Cost of Standing Still<\/span><\/span>\u00a0<\/span><\/span><\/h2>\n

Most insurers don\u2019t feel pressure because something is broken. They feel it in friction:<\/span>\u00a0<\/span><\/p>\n