From data maturity to customer loyalty
At a recent Insurance Post webinar held in association with Hyland, leaders from RSA, Zurich, Esure, NFU Mutual and Guidewire shared how data transformation is helping insurers better understand and serve their customers.
From orchestrated marketing journeys to unified data infrastructure, the discussion revealed why getting data maturity right is key to unlocking retention and cross-selling.
Five ways data maturity is driving customer growth
Watch the webinar
Average amount of IT budget spent on maintaining legacy systems*
Proportion of audience in ‘early stages’ of digital transformation**
Percentage of UK insurers using legacy core platforms*
74%
70%
42%
*Source: PwC
**Source: Digitalise and conquer: Mastering insurance modernisation strategies, Insurance Post, February 2025
Five ways data maturity is driving customer growth
1. Natural cross-sell through customer understanding
Strong relationships and needs-based conversations drive higher retention and organic product uptake
2. Unified data is key to scale
Consolidated platforms and shared definitions unlock long-term value across underwriting, pricing and claims
4. Governance drives sustainable transformation
Clear ownership, aligned teams and defined data standards make tech change stick
4. Trust and consent are non-negotiable
Robust consent models and real-time compliance support smarter marketing and regulatory peace of mind
The panel
Jonathan Davis Head of data science
Zurich
Oliver Holden CIO
RSA
Mark Phillips Regional VP – analytics
Guidewire
Watch the webinar
1. Focusing data investment for long-term value
Chapters
2. Turning data into decisions
3. Delivering personalisation at scale
4. Building on strong data foundations
5. Earning trust and managing consent
What’s the biggest blocker to delivering data-driven customer insight at your organisation?
Q
Disconnected systems Lack of buy-in Consent management complexity Skills and resourcing Unclear use cases
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Thank you
Focusing data investment for long-term value
Chapter 1:
Turning data into decisions
Chapter 2:
Delivering personalisation
at scale
Chapter 3:
Building on strong data foundations
Chapter 4:
Earning trust and managing consent
Chapter 5:
3. Real-time
data enables
relevant offers
Live event streams and orchestration tools help deliver the right message, at the right time, on the right channel
Rob Stanton Chief architect
Esure
Tom Davis Director of sales, Content Innovation Cloud™ – financial services and insurance Hyland
