The HFS Point of View validates a critical truth: customer experience (CX) is no longer a peripheral concern but the central pillar of successful insurance transformation. While insurers recognize CX as a top business priority, legacy systems, entrenched processes, and talent gaps often impede progress.
This research underscores the imperative of partnering with providers who demonstrate proven capabilities in AI, process reengineering, and human-centric design to overcome these challenges.
Sutherland is prominently featured for its role in enabling significant, real-world transformations for leading insurers:
- For a US-based L&A insurer, we delivered a comprehensive operational overhaul through AI-powered tools and strategic policy migrations, resulting in 20% productivity gains and 50% faster product launches.
- For a supplemental benefits provider, our partnership enabled the successful launch of a greenfield Direct-to-Consumer (D2C) channel. By leveraging conversational AI and a CX360 approach, they achieved 30% higher close rates and 80% shorter sales cycles.
These results are powered by Sutherland’s strategic capabilities, including:
- Cloud migration and policy modernization
- Conversational and Generative AI for operations
- AI-based CX performance analysis and insights
- Fully managed CX-first design, technology, and process consulting
This HFS insight reinforces our belief that true insurance transformation begins and ends with an intelligent, customer-centric approach.
