Short term, such plans might include:

- - Rank customer, agent and employee interactions by how critical they are to current revenue and future growth.
  - Pick three to five interactions and working with service and product teams to streamline the way customers engage with your most valued products and services.
  - Identify the information and insights that would help improve the user experience.
  - Develop AI personas that fit your brand and communicate your brand voice.
  - Consider piloting AI in roles like content curator (for personalization) or interaction advisor (for intelligent automation). Think about starting with an internal process such as IT support.
  - Identify communication channels and platforms for integrating conversational experiences with your brand, considering both internal as well as external interactions.
  - Gather and review existing key performance indicators (KPIs) for customer success. Ensure these KPIs account for the benefits of simplified interactions.

The 365-day plan might include:

- - Implement increasingly sophisticated AI personas that not only curate or advise, but also aim to orchestrate as much as possible among your brand and ecosystem stakeholders for key customer interactions.
  - Develop analytics that take account of front-end customer insights and back-end business intelligence to better understand key customer interactions.
  - Develop and pilot a training program for AI teams and UX/UI teams to cross-train on implementing AI to improve and simplify key customer interactions.
  - Design a new customer experience in which AI serves as your frontline brand ambassador for customer service interactions, communications, and engagement with customers.

The research shows that AI will become increasingly important to insurers' success in the digital economy. When properly designed, AI can empower customers, agents, partners and employees, creating value at every customer touchpoint. Insurers who get AI right can build deeper customer engagement, stronger brand loyalty and more-sustainable profits.

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