Digital transformation has been formative in the finance and insurance spaces — industries that relied so heavily on in-person communication and relationship building have quickly evolved to provide highly sophisticated, technology-driven experiences. The pandemic widely accelerated this digital adoption, prompting a new demographic of tech-savvy customers. What sets the Finance and Insurance industries apart from other innovative companies working to deliver tech-driven CX, however, is their inherently human-centered products.

Regardless of their need for streamlined, intuitive technology, finance and insurance customers are still seeking an individual experience that meets their deeper lifestyle and finance goals. Companies across these industries must work to not only improve the everyday user journey but support customers as they engage in life changes, manage personal challenges and deal with emotional concerns.

To meet both of those standards, organizations must ensure their employees are equipped with innovative technology and effective insights to support customers on every level. Once given the tools to succeed, agents can build life-long relationships with customers as they assist them through their unique circumstances. In this report we cover:

•     The distinct CX challenges brands are facing in the finance and insurance space
•     Optimized technology that will support next-generation experiences
•     Innovative solutions that can help companies support customers throughout every new stage of life