Smarter Insurance Journeys with AI

How Leading Insurers Are Turning Customer Journeys into Measurable Results

Insurance organizations are under pressure to improve member experiences, reduce operational friction, and demonstrate measurable business impact. While many teams have mapped journeys, far fewer have operationalized them, and even fewer are using AI to accelerate insight and action.

In this practical session, Bob McGinn (JourneyTrack) and Jessica Buffenstein (Blue Shield of California) will share how insurers are moving beyond static journey mapping to build smarter, AI-enabled journey management programs that drive real outcomes.

Drawing on real-world experience, this session will explore how journey teams are connecting data, aligning stakeholders, and using AI to better understand and improve complex insurance experiences.

Whether you are building a journey program or looking to make your existing work more actionable, you’ll leave with practical ideas you can apply immediately.

In This Webinar, You’ll Learn

How insurers are operationalizing journey management
Move from static journey maps to an approach that supports real decision-making and continuous improvement.

Where AI is delivering real value today
Understand how AI can accelerate insights, reduce manual work, and help teams focus on what matters most.

How to connect journeys to measurable outcomes
Learn practical approaches for linking journey improvements to experience and business results.

Lessons from a real insurance journey program
Hear firsthand perspectives from Blue Shield of California on building and evolving a journey management practice.

Who Should Attend

This session is designed for leaders and practitioners responsible for improving customer or member experience, including:

• Customer Experience Leaders
• Digital Experience Leaders
• Member Experience Leaders
• Transformation Leaders
• Operations Leaders
• Journey Managers

Why Attend

If your organization has invested in journey mapping but struggles to turn insights into action, this webinar will show you what it takes to make journeys operational, and how AI is accelerating the shift.

‍