Press Ganey Forsta, a global provider of experience measurement, data analytics, and insights, has launched Insurance HX, a new purpose-built solution designed to modernize how insurers capture, analyze, and act on feedback across the entire customer journey.
Insurance HX offers several key features, including real-time, journey-based listening to capture feedback at every touchpoint. It incorporates AI-powered, proprietary analytics models specifically tuned for the insurance industry’s policyholder journeys and interactions. The platform also provides automated recovery workflows to help teams quickly address policyholders at risk of churn, along with tailored dashboards and survey libraries to accelerate time-to-value and enterprise scalability to support teams across the business.
The insurance market faces intensifying competition and rising policyholder expectations, making customer experience a critical differentiator. Simultaneously, emerging regulations introduce new financial hurdles and elevate standards for transparency and communication. Insurance HX aims to equip organizations to navigate these challenges with clarity, accountability, and speed.
Kyle Ferguson, President and Chief Commercial Officer of Press Ganey Forsta, stated, “The insurance industry is facing a critical moment—expectations are rising, and traditional approaches to customer experience aren’t keeping up. Insurance HX gives providers the intelligence and agility they need to stay ahead by capturing real-time feedback, surfacing the insights that matter, and turning them into action that drives retention, loyalty, and growth.”
Early implementations have shown insurance companies moving faster from insight to action, resulting in more rapid follow-up with detractors, strengthened recovery workflows, and more confident frontline decision-making. Teams are identifying risks earlier, spotting trends more easily, and resolving issues before they lead to costly churn or complaints. With its AI-powered insights, automated workflows, and dashboards, Insurance HX transitions organizations from passive listening to proactive experience management.
Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights. The company powers the Human Experience (HX) Platform, a comprehensive experience and research technology platform integrating Customer Experience (CX), Employee Experience (EX), Patient Experience (PX), and Market Research. It serves over 43,000 clients worldwide across sectors including healthcare, financial services, hospitality, and technology. Press Ganey Forsta is recognized by Gartner as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms.
