The insurance industry is facing significant challenges in delivering positive customer experiences, with many companies struggling to understand their customers' needs and desires, develop omnichannel sales processes, use IoT for personalization, build user-friendly apps and websites, and improve the claims process. To address these challenges, insurers are taking steps such as gathering intelligence through AI-powered tools, building knowledge bases for self-service resources, and using conversation AI to deliver personalized experiences. With 90% of insurers having a Chief CX or CCO to drive customer success, it is crucial for companies to prioritize customer experience and implement strategies that meet the evolving demands of their customers.