2026-10-22 · Source: Forrester.com (API)
Summary in 3 Points • Insurers will need to address unmet customer needs with new products by 2027. • AI will increasingly influence service delivery and operational decisions in insurance. • Successful scaling of AI initiatives requires clear accountability and defined measures. --- By 2027, insurers must develop new products to meet evolving customer expectations, focusing on addressing unmet needs and enhancing service delivery through AI. This shift will require a strategic approach to identify which customer problems warrant investment and which technologies can be effectively operationalised. To transition from pilot projects to scalable solutions, firms will need accountable leadership, clear performance metrics, and a workforce adept at balancing automated processes with human intervention. This approach is crucial for navigating the complexities of delegated authority and binder business, particularly as firms adapt to the changing landscape of customer demands and technological advancements. Insurers must develop new products and AI-driven services to meet evolving customer needs, impacting delegated authority and binder business.
Insurers must develop new products and AI-driven services to meet evolving customer needs, impacting delegated authority and binder business.