Following the COVID-19 pandemic, creating a seamless, frictionless, and digital customer-centric insurance experience has become the new standard for insurers. Technology adoption – including AI-enabled chatbots to assist in the customer journey, Machine Learning (ML) algorithms for personalized recommendations, and data and content management to provide agents with a holistic customer view and help in upselling – plays a major role in empowering customers and agents. At the same time, the entry of digital-native companies and InsurTechs, and a legacy technology stack are posing a threat to insurers. Insurance companies are thus leveraging Digital Experience Platforms (DXPs) for content management, customer experience, and agent enablement to stay competitive. DXPs possess capabilities for targeted campaigning, hyper-personalization, self-service portals, collaboration tools, and a customer/agent 360-degree view to improve retention rates and response times. This report examines the dynamics of the insurance DXP product landscape and presents detailed assessments of 11 DXP products featured on Everest Group’s Digital Experience Platforms in Insurance Industry Products PEAK Matrix®. Scope Insurance IT services, InsurTech Industry: Insurance Geography: Global Contents In this report, we provide: An assessment of 11 DXP providers in the insurance market on Everest Group’s Products PEAK Matrix® evaluation framework Characteristics of Leaders, Major Contenders, and Aspirants in the insurance DXP market An overview of the DXP providers’ offerings, including vision, product capabilities, adoption across geographies, case studies, partnerships, and investments Membership(s) Insurance Information Technology Sourcing and Vendor Management

As a result of the COVID-19 pandemic, creating a seamless, frictionless, and digital customer-centric insurance experience has become the new standard for insurers. Technology adoption – including AI-enabled chatbots to assist in the customer journey, Machine Learning (ML) algorithms for personalized recommendations, and data and content management to provide agents with a holistic customer view and help in upselling – plays a major role in empowering customers and agents. At the same time, the entry of digital-native companies and InsurTechs, and a legacy technology stack are posing a threat to insurers. Insurance companies are thus leveraging Digital Experience Platforms (DXPs) for content management, customer experience, and agent enablement to stay competitive. DXPs possess capabilities for targeted campaigning, hyper-personalization, self-service portals, collaboration tools, and a customer/agent 360-degree view to improve retention rates and response times. In this research, we provide detailed profiles of 11 insurance DXP platform providers that have been featured on Everest Group’s Digital Experience Platforms (DXP) in Insurance Industry Products PEAK Matrix® Assessment 2022. Scope Insurance IT services, InsurTech Industry:Insurance Geography:Global The assessments are based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading DXP providers, client reference checks, and an ongoing analysis of the insurance DXP market Contents In this report, we provide: Digital Experience Platforms (DXP) in insurance industry products PEAK Matrix® assessment 2022 An overview of the 11 platform providers’ digital experience offerings – vision, business performance, and extent of adoption of platforms in insurance across geographies Client success stories, including the business challenges addressed, solutions delivered, and impact generated An overview of the providers’ domain investments, key Intellectual Property (IP) / solutions, and key partnerships Everest Group’s perspective on the strengths and limitations of the 11 DXP providers Membership(s) Insurance Information Technology Sourcing and Vendor Management

The retirement plan industry in the US is evolving rapidly. With over US$37.5 trillion of assets under management as of Q1 2022, it is one of the largest retirement markets in the world. However, about 25% of the working-class population lacks adequate retirement coverage due to insufficient financial awareness and/or limited access to retirement plans. At the same time, factors such as growth challenges, fee pressures, regulatory changes, low interest rates, and excessive costs to maintain legacy systems are further impacting the industry. The COVID-19 pandemic compounded these pressures and led to several large-scale consolidation activities / exits in and from the market. In this report, we explore how participant awareness, efficient operations, and personalized offerings are valuable experience differentiators that can enable retirement plan providers and sponsors to plug gaps in plan participants’ expectations from traditional retirement/pension products and develop their own target-state vision of SUPERior retirement experiences. We also list the drivers of delightful experiences for retirement firms by analyzing the participant journeys of four key demographic groups – young working professionals, mid-career professionals, near-retirees, and retirees – in the US. Scope: Industry: retirement technology Geography: North America Contents: In this report, we: Examine the impact of investments on building innovative retirement experiences and explore the business benefits they realize Offer recommendations on data and technology investments that can help retirement plan providers and sponsors craft SUPERior retirement experiences for their participants Membership (s) Insurance Information Technology Sourcing and Vendor Management