September 05, 2025
Press Ganey Forsta Unveils AI-Powered Experience Platform for Insurers
Press Ganey Forsta has unveiled Insurance HX, a purpose-built platform designed to revolutionise how insurers listen to, understand, and respond to customers across their entire journey. This new solution is engineered to give insurance providers a sharper competitive edge by enabling them to strengthen trust, improve retention, and consistently deliver experiences that meet rising expectations.
“The insurance industry is facing a critical moment—expectations are rising, and traditional approaches to customer experience aren’t keeping up,” said Kyle Ferguson, President and Chief Commercial Officer of Press Ganey Forsta. “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.”
With Insurance HX, insurers gain the ability to collect real-time feedback at every key interaction, supported by advanced analytics powered by proprietary AI models tailored specifically to the insurance sector. These insights are not only highly accurate but also uniquely relevant to policyholder journeys and touchpoints. Automated recovery workflows enable insurers to intervene more quickly with at-risk customers, while pre-built dashboards and survey libraries accelerate time-to-value and reduce operational burden.
The platform also offers enterprise-grade scalability, ensuring that teams across all functions can access insights, take action, and collaborate more effectively. As competition in the insurance market intensifies and regulatory requirements increase, the need for clear, transparent, and timely engagement has never been greater. Insurance HX empowers organisations to rise to this challenge with speed, accountability, and confidence.
Early adopters of Insurance HX are already seeing measurable impact: quicker follow-up with dissatisfied customers, stronger recovery programs, and greater confidence among frontline teams. Organisations are detecting risks earlier, identifying patterns with ease, and preventing minor issues from escalating into major churn or costly complaints.
By blending AI-driven insights, automated workflows, and intuitive dashboards, Insurance HX transforms insurers’ approach to experience management. Instead of passively gathering feedback, organizations can now take proactive steps to refine claims processes, improve retention strategies, and empower employees to make smarter decisions in real time. Built for today’s challenges and scalable for tomorrow’s opportunities, Insurance HX positions insurers to succeed in a rapidly evolving market.
