Gartner Survey Finds Insurers’ Focus Will Shift from Growing Revenue to Improving Customer Experience & Operational Efficiency in 2023

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Gartner Survey Finds Insurers’ Focus Will Shift from Growing Revenue to Improving Customer Experience & Operational Efficiency in 2023
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Improving the customer experience and operational excellence is the driving force of a majority of insurance digitalization initiatives in 2023, according to a new GartnerIT survey of insurance CIOs and technology executives. Learn more here. CIO

gathered data from 2,203 CIO respondents, including 91 from the insurance industry, in 81 countries and all major industries, representing approximately $15 trillion in revenue/public-sector budgets and $322 billion in IT spending.

Automation will continue to be a necessity in the coming year, however insurers will need to apply these tools to support areas that were previously overlooked or considered too complex. Gartner has found many companies have a good automation foundation in place with high investments in the past, however much more is needed to support more advanced digitalization strategies.

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