Key findings from ContactBabel's latest insurance research, and what they mean for CX and contact centre leaders.

Insurance contact centres are under pressure. Calls are longer than the industry average, customer expectations continue to rise, and competition remains intense.

Join leading market analyst ContactBabel and Tollring as we explore the key findings from ContactBabel's latest UK Insurance Contact Centres research.

Together we'll discuss:

• Why insurance calls remain among the longest in the industry
• The challenge of understanding customer conversations when only a small sample is reviewed
• Why the phone call still matters, even for younger customers
• What customer conversations can reveal about competitors, customer needs and renewal risk
• How AI-powered interaction analytics is helping insurers move from assumptions to evidence

If you're responsible for customer experience, contact centre performance, customer operations or claims, this session will provide practical insight into the pressures shaping insurance CX in 2026 and the opportunities hidden within everyday customer conversations.

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Speakers

Steve Morrell

Steve Morrell is Founder and Managing Director of ContactBabel, one of the UK's leading contact centre research firms. He has spent more than 20 years researching customer experience, contact centres and customer engagement.

Greg Easton

Greg Easton is Head of Business Development at Tollring, where he helps organisations turn customer conversations into actionable insight. He regularly speaks on customer experience, conversation intelligence and the role of analytics in improving business performance.

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