TCS’ Customer Journey as a Service (CJaaS)
1
MINS READ
Perpetually Adaptive Enterprise
At TCS, we don’t just help businesses transform. We help them become perpetually adaptive enterprises, built to evolve continuously and confidently in a world of constant change.
- Banking
- Capital Markets
- Consumer Packaged Goods and Distribution
- Communications, Media, and Information Services
- Education
- Energy, Resources, and Utilities
- Healthcare
- High Tech
- Insurance
- Life Sciences
- Manufacturing
- Public Services
- Retail
- Travel and Logistics
- Artificial Intelligence and Data & Analytics
- Cloud
- Cognitive Business Operations
- Consulting
- Cybersecurity
- Enterprise Solutions
- IoT and Digital Engineering
- Network Solutions and Services
- Sustainability Services
- TCS Interactive
Perpetually Adaptive Enterprise
Industries
expand here
Services
expand here
Products and Platforms
expand here
Research & Innovation
expand here
About Us
We deliver excellence and create value for customers and communities - everyday. With the best talent and the latest technology we help customers turn complexity into opportunities and create meaningful change.
TCS Insights
Point of views, research, studies - on the latest themes - to help you expand your knowledge and be future ready.
Recent recognitions
View allWant to be a global change-maker? Join our team.
At TCS, we believe exceptional work begins with hiring, celebrating and nurturing the best people — from all walks of life.
Want to be a global change-maker? Join our team.
India
expand here
Americas
expand here
Asia Pacific
expand here
Europe and UK
expand here
Middle East and Africa
expand here
Management Commentary
expand here
Financials
expand here
News and Events
expand here
ESG
expand here
Resources
expand here
Top Results
Showing
10
01 - 07
You have these already downloaded
We have sent you a copy of the report to your email again.
Industry
Insurance
This will open an overlay
Reinventing the Insurance Industry with a Digital-first Strategy
TCS’ solutions, powered by AI and automation technologies, help leverage partner ecosystems and drive innovation in insurance for business agility and growth.
Related Insights
Citing TCS’ modular lending platforms, cloud migration, and generative AI solutions, the Nelsonhall NEAT Assessment 2025 has named TCS a leader in the quadrant.
Analyst Reports
05 Feb 2026
Third Eye Advisory highlights TCS’ abilities in emerging tech and how it is well-positioned to drive transformation in the banking and financial services sector.
Customer Testimonial
05 Feb 2026
In the evolving retirement planning landscape, learn how pension providers must offer digital, AI-driven wealth management solutions to stay ahead in the game.
White Paper
25 Jul 2025
Highlights
- Multiple legacy systems along with complex IT infrastructures make it challenging for insurance firms to provide seamless customer experiences.
- TCS CJaaS, a real-time interaction management service, allows insurance firms to create, monitor, and deliver profile-based customer journeys.
- The solution elevates customer experience along key performance indicators, improving the speed to market and customer affinity preference to a channel of choice.
In this article
Back to top
Go to top
In this articleinpage
Go to top
The Challenge
Insurance firms have complex IT infrastructures, which are further complicated by the use of multiple legacy systems, making it increasingly challenging to deliver a seamless customer experience across multiple channels.
Insurance firms have also maintained separate tools and teams dedicated to designing and creating content, as well as processing online and offline conversation. A lack of integration affects the customer's omnichannel journey and hinders improvement.
The Solution
TCS CJaaS is a real-time customer engagement solution designed to create, monitor, and deliver profile-based customer journeys.
The solution maintains customer engagement communication across all digital and physical channels from a centralized hub that drives the call to action for user behavior and customer attribution details. Key capabilities of the solution include:
- Add dimensions to the service with personalization and contextualization.
- Engage meaningfully by capturing customer information and leveraging customer insights to influence and drive action.
- Add dynamic elements to complex communication to make it simpler and easier for policyholders to sift through important information.
- Deliver the human touch by letting prospective buyers open a new account online or through a mobile device but finish the process in a branch or on the phone with a contact center representative.
Swipe LeftSwipe Rightthis is for Article Quote
Andrene Dsouza
Quality ExpertKnow more
The Benefits
- Streamlined quotes along with the account opening and on-boarding processes
- Automation of digital forms and claims communication
- Reduced customer friction with a proactive recommendation of policy offers and provisions
- Enhanced employee experience for delivery of measured results
- Improved customer engagement with interactive content on web and mobile app
- Enablement of billing and statements via email, SMS, and native app push notifications
Why TCS
- COINTM ecosystem allows access to more than 500 fintech players
- Partnerships and alliances with more than 1,000 ecosystem partners
- Domain expertise gained over the course of partnering with over 154 BFSI customers in more than 3,000 business processes
- A practitioner’s view to understanding the end customer’s perspective
- End-to-end capabilities of platform, service, technology service delivery with rich consulting
- Outcome-engagement model for service leadership to use profile-based subscription
- Platform-agnostic service along with platform bundled service
Related reading
1/4
Insurance
Adopting Accelerated Computing to Mitigate Cybersecurity Threats
White Paper
|
17 Dec 2025
Opens in new tab
2/4
Insurance
Adopting Generative and Agentic AI in Autonomous Vehicle Insurance
White Paper
|
01 Dec 2025
Opens in new tab
3/4
Insurance
Adopting AI Technologies to Transform Disability Insurance Claims
White Paper
|
01 Sep 2025
Opens in new tab
4/4
Insurance
Cloud
TCS Helps Insurer Implement an Employee Health Insurance Solution
Case Studies
|
18 Aug 2025
Opens in new tab
What’s on your mind?
We’re here to help! Tell us what you’re looking for and we’ll get you connected to the right people.
Looking for something else?