How AI-driven customer engagement and personalization at scale is reshaping the global insurance industry

The global shift to personalization

Globally, leading insurance companies are racing to move beyond segmented, channel-specific personalization. The goal: Leverage real-time data and artificial intelligence to deliver highly personalized experiences at every touchpoint, whether digital or human-assisted. This shift is evident in the strategies of major players such as UK-based Aviva, which is investing heavily in AI-driven customer insights, while US-based Allstate is deploying machine learning to predict customer needs and provide personalized services. In Asia, Ping An is integrating AI across its entire ecosystem to provide proactive, context-aware engagement.