Customer Experience Services in Insurance Operations Assessment 2025

This document is a technical report detailing the Everest Group Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment for 2025. It outlines the rapid transformation occurring within the insurance industry, driven by heightened customer expectations and digital advancements. The report evaluates the capabilities of 21 leading CX service providers in the insurance sector, categorizing them into Leaders, Major Contenders, and Aspirants based on their maturity and innovation in CX services. It describes the scope of the evaluation, which encompasses customer-facing interactions across sales, policy servicing, and claims, while excluding back-office operations. The report also highlights key market trends, including the shift towards AI adoption, cloud modernization, and outcome-linked commercial models. Additionally, it presents insights into the strengths and limitations of various providers, particularly focusing on Cognizant's positioning as a leader in the market. The assessment aims to empower enterprises in aligning their sourcing strategies with long-term CX transformation goals.