This EIS 2025 Outlook describes key developments and challenges expected to shape the insurance landscape in the coming year.
Explore how these trends impact operations, strategy, and customer engagement to stay competitive in 2025 and beyond.
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Customer-Centric Management
Customer centricity solved. Once & for all.
Everyone wants to provide better customer experiences, but only those insurers willing to go the extra mile with advanced customer data will be the ones making waves in the marketplace. Customer-centric architecture has gone from a nice-to-have to a must-have, and CustomerCore™ from EIS revolutionizes how easy customer-centric operations can be, and insurers are loving it.
Why CustomerCore?
At its core, the architecture of EIS Suite™ is designed for the insurance of the future, not the insurance of yesteryear. Instead of creating siloed, policy-centric systems separated by line of business, EIS reimagined customer data management to give insurers a true 360-degree view of the customer, no matter what policies they hold.
This shift provides the power (and visibility) to deploy automated, yet deeply personalized communications and offers, provide more positive customer experiences, and to save operational resources across the organization.
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Truly Customer-Centric Data Profiles
With all customer details in one place, insurers can improve customer experiences — whether via automation or personal touches with brokers, agents, or call center representatives. Having a complete view of the customer allows for personalization in communication, support, product bundling, and pricing in ways that weren’t possible before.
Customer Experience Management
True customer centricity requires more than just consolidated data records — it takes structure. With a structured, organized view of customer data in CustomerCore, insurers can act immediately with a personalized message on all kinds of customer profile updates: policy or claim information, financial transactions, changes in contact information, and relationships with others in the system.
Persona-Specific Portals
Customer portals are digital platforms that allow customers to access services and information independently, enhancing convenience and satisfaction. EIS CustomerCore enhances this by offering persona-specific portals for everyone touching the customer experience, including agents, brokers, and customer service representatives.
These portals provide a holistic view of customer data, reducing repetitive information requests and streamlining interactions. By adapting to the specific needs and roles of different users, EIS CustomerCore makes every interaction more relevant and impactful. This saves time and enhances the overall customer experience with your brand.
Campaign Management
Campaign Management within CustomerCore uses an event-driven architecture for effective marketing and sales campaigns. It enables real-time responsiveness to customer actions, like policy updates or personal milestones, triggering timely, relevant marketing efforts.
This immediacy ensures campaigns are finely tuned to each customer, enhancing engagement, boosting sales, and strengthening customer loyalty. CustomerCore allows insurers to personalize at scale, deepen customer relationships, and drive business growth through a strategic, customer-focused marketing approach.
Better Enrollment & Census Intake
For group benefits carriers, our robust Enrollment & Census Intake enhancement comprehensively streamlines client acquisition and optimizes benefits management for group carriers. It simplifies the administrative tasks associated with group benefits, but also improves the ease of managing benefit plans, improving client relationships.
Additionally, insurers can manage enrollment processes more efficiently, and easily cater to various group sizes and needs. Enrollment & Census Intake enables:
- Versatile product offerings — Insurers can offer a range of policy sizes to meet the needs of both small business and large enterprises, expanding their market reach.
- Integrated product education — Clear, user-friendly educational material can be provided during enrollment to help customers understand their options, empower informed decision-making, and enhance long-term satisfaction with the insurer.
- Enhanced data accuracy — Highly accurate data capture during enrollment reduces administrative errors, ensures compliance, and maintains high levels of customer trust.
- Streamlined processing — EIS CustomerCore optimizes the enrollment workflow for speed and efficiency, reducing the time from initial contact to policy issuance. This meets modern expectations for prompt service without creating a lot of extra work for internal teams.
- Risk alignment — By aligning enrollment data with group risk exposures, insurers can tailor offerings to specific risk profiles, improve risk management, and price accurately.
We’re on a mission to transform our business into a world-class digital insurer, and to disrupt the insurance industry. The flexible EIS platform will help us leapfrog the competition by providing a tech enabled customer experience, tailored propositions and attractive pricing. Our strategic partnership with EIS is an exciting and significant milestone on our digital transformation journey.”
David McMillan, CEO of esure
How do Insurers use CustomerCore?
Insurers who deploy the capabilities of CustomerCore to their full capacity see wonderful things start to happen with retaining customers and selling more and larger policies. From the customer’s perspective, they see their insurer providing positive recommendations based on their unique circumstances, boosting their loyalty to that brand.
Event-Driven Customer Loyalty & Stickiness
For most people, dealing with their insurance company (especially for a claim) feels more like a hassle than a pleasure. However, with our event-driven and customer-centric architecture, insurers who use EIS are changing this paradigm every single day.
When the system picks up that a claim’s been opened, an automated, customized workflow triggers, filling in the customer’s claim information, and giving the customer a helping hand during a difficult time. Customers are pleasantly surprised with how easy, quick, and helpful the interactions are, which increases customer loyalty and reduces churn over time.
Personalized Offers & Better Support
Part of being a truly event-driven and customer-centric platform also means that EIS Suite is API-first and integrates seamlessly with internal and external data sources, integrating relevant information with a customer’s existing record. This creates a richer customer view, and helps present timely upsell and cross-sell offers to your existing customers within the context of what’s happening in their lives.
For example, a marriage or an address change could mean changes are needed in additional or expanded auto or home coverage, life insurance, or health insurance, among other things. Setting up event-driven automations that utilize customized customer data lets you be there for your customer exactly when they need you, and to make purchasing additional coverage easy.
Become truly customer-centric. No more outdated, policy-centered setups.
CustomerCore Product Overview
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