Our leader positioning reflects excellence in enabling scalable, secure, and intelligent customer experience transformation for insurers
The assessment evaluated 21 CX service providers supporting Property & Casualty (P&C) and Life & Annuities (L&A) insurers, measuring market impact, delivery capability, innovation, and year-over-year performance improvement. Concentrix was distinguished for strong market adoption, a clear vision and strategy, and a differentiated portfolio serving both large insurers and midsized buyers.
Everest Group also cited Concentrix’s commitment to data privacy and security, along with its ability to deliver measurable CX transformation outcomes across complex insurance operations.
What Are Concentrix’s Insurance CX Services?
Concentrix partners with insurance organizations to simplify, modernize, and connect customer experiences across the policy lifecycle. Its insurance CX services integrate omnichannel engagement, service orchestration, automation, and analytics to support insurers operating in highly regulated, high-volume environments.
Core Capabilities Include:
- Omnichannel customer engagement and service orchestration
- AI-driven chatbots and intelligent self-service solutions
- Automated claims and policy servicing workflows
- Advanced analytics and insights for CX optimization
- Secure, scalable delivery aligned with insurer and CCaaS environments
These capabilities enable insurers to improve efficiency while delivering faster, more intuitive experiences for policyholders.
Business Impact & Results
Concentrix’s insurance CX solutions have delivered measurable results for clients. For one North American insurer focused on improving self-service adoption, Concentrix automated more than 500,000 customer transactions using chatbots designed to guide policyholders with relevant, timely recommendations.
Clients benefit from:
- Improved self-service adoption and digital engagement
- Faster transaction handling and reduced operational friction
- Enhanced customer satisfaction through personalized interactions
- Scalable transformation across both legacy and modern platforms
These outcomes demonstrate Concentrix’s ability to translate CX strategy into tangible, real-world impact.
According to Everest Group, Concentrix brings a unified, tech-enabled approach to insurance CX transformation, combining omnichannel capabilities with service orchestration and a broad ecosystem of technology partnerships. This positioning supports insurers pursuing large-scale CX modernization initiatives. For more information, explore the Everest Group report.
“Insurers want partners who can help them move quickly and truly make a difference for their customers,” said Chris Caldwell, President and CEO of Concentrix. “This recognition reinforces our commitment to innovation and measurable client success.”
Visit Concentrix to learn more about Concentrix’s Insurance Customer Experience Services.