Hiscox, a global specialist insurer, partnered with Sutherland to build an AI-powered channel optimization strategy across its direct consumer and broker channels.
The case study shows that successful AI transformation starts with business outcomes, not just tools. Guided by customer intelligence, workflow redesign, and disciplined experimentation, Hiscox and Sutherland created a model where AI and human expertise work together to improve experience, growth, and efficiency.
Key takeaways:
- Turn customer interactions into actionable intelligence for product, service, and marketing decisions
- Combine AI and human support to improve routing, containment, resolution quality, and cost to serve
- Modernize broker workflows with agentic AI to reduce quote friction and improve underwriting speed
- Scale AI through bounded use cases, embedded governance, and disciplined iteration
- Focus transformation on outcomes, operational readiness, and the true voice of the customer
