Transforming Digital Insurance Space with CX

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other digital giants influence insurance CX, this episode is a must-listen!

About the Guest

Rajesh is an insurance and e-commerce executive and technology leader passionate about harnessing technology to solve business problems. With 25+ years of experience helping large Insurance, Manufacturing, Communications, and Technology enterprises grow and expand. He is a technologist who came up through development, business analysis, and program management, allowing me to manage implementing/supporting enterprise scale delivery to grow businesses and solve complex problems. He works with organizations on CRM rollout, data insights, and Agile delivery. In his current gig, he builds a platform for D2C sales. The customer is king, and he is obsessed with ensuring our customers get the best experience with every interaction—2nd runner-up in CXPA awards.

Relevant Links

https://www.linkedin.com/in/rajeshsank/

The Top 3 Key Learnings

1. Digital Expectations Are Set by Other Industries – Customers don’t compare insurers to other insurers. They compare them to Netflix, Amazon, and Apple, expecting the same level of speed, simplicity, and convenience.
2. Emotional Value Drives Customer Loyalty – Customers stay with insurers not just for price, but for the experience. Insurers must focus on human-to-human interactions, even in digital channels.
3. AI and Automation Are Essential, but Human Touch Matters – AI can improve efficiency, but customers still want a human connection when facing complex or emotional decisions. Insurers must blend automation with personalized support.

Chapters

00:00 Introduction and Guest Welcome

00:22 Rajesh Sankaran's Background

01:07 Core Values in Professional Life

01:47 Digital Transformation in Insurance

04:54 Challenges in Delivering Customer Experience

13:00 Balancing Technology and Human Touch

20:01 Future of AI in Insurance

22:19 Looking Ahead: The Future of Insurance

23:43 Conclusion and Final Thoughts

Keywords

digital insurance, customer experience in insurance, CX transformation, AI in insurance, insurance digitalization, omnichannel insurance, personalized insurance, customer loyalty in insurance, insurance technology, emotional value in CX, future of insurance, AI-driven CX, insurance automation, human touch in insurance,