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Tata Consultancy Services’ comprehensive CX capabilities in insurance, broad suite of CX-focused IP solutions, and portfolio of CX services insurance clients, are cited as key strengths
NEW YORK | MUMBAI, March 11, 2025: Tata Consultancy Services (TCS) has been named a Leader in Everest Group’s PEAK Matrix® for Customer Experience (CX) Services in Insurance Operations1.
TCS’ full-stack CX transformation capabilities, AI execution beyond pilot to production-grade deployment, advisory-led approach and strong functional partnerships positions it as a Leader among the 21 insurance CX service providers assessed in the report.
The report highlights TCS’ established and comprehensive CX capabilities in insurance, spanning key value‑chain functions such as FNOL, claims support, and multilingual policy servicing delivered through both assisted and digital channels. Calling out the broad suite of CX‑focused IP under its cognitive automation platform, it spotlights how TCS is helping insurers elevate omnichannel customer engagement.
The report further notes that TCS maintains a well‑balanced portfolio of CX services, supporting large, midsized, and regional insurers through delivery models tailored to different levels of digital maturity and operational complexity. Among key differentiators is TCS’ extensive ecosystem of functional partnerships. From a customer perspective, the report highlights that buyers value TCS’ strong alignment with enterprise objectives and its ability to scale globally to ensure consistent, continuous CX operations across regions.
“AI is redefining insurance—accelerating claims, personalizing engagement, and enabling real‑time decisions at scale. TCS brings deep industry expertise, strong suite of IP solutions and a proven ability to move AI from concept to enterprise‑wide impact, helping insurers deliver superior experiences and resilient operations,” said Meenu Mittal, Global Head, Business Process Services, Banking, Financial Services & Insurance, TCS. “This recognition as a Leader validates our position as a trusted transformation partner, driving measurable business outcomes and shaping the future of insurance.”
With extensive experience supporting some of the world’s leading banking, financial services, and insurance (BFSI) clients, TCS has developed comprehensive customer experience management capabilities. Built on a proven global delivery foundation of a large team of experts, more than 200 engagements, and over 30 years of BFSI experience, TCS runs large, resilient, omnichannel customer management ecosystems across voice, email, chat, webchat, social media, and IVR, complemented by digital self-service and agentic AI-led interaction models such as chatbots, conversational AI and real-time agent assist. TCS brings this depth of expertise across all major BFSI product lines including commercial banking, retail banking and cards, capital markets, mortgages, pensions and superannuation, annuities, life insurance, and P&C insurance. This enables the company to support clients across diverse and complex financial landscapes. TCS manages the end-to-end customer lifecycle from onboarding, KYC, and data administration to verification, screening, fraud checks, sales support, billing inquiries, account maintenance, technical helpdesk, and comprehensive complaint handling.
TCS’ customer experience management portfolio is reinforced by a strong suite of consulting, analytics, and transformation services that elevate both customer and operational outcomes. With advanced speech and text analytics, predictive modelling, customer journey insights, quality management, and workforce management capabilities, TCS equips BFSI enterprises with scalable, insight driven, and modernization ready CX ecosystems. The company supports global BFSI enterprises across key markets, leveraging decades of contextual industry expertise to deliver consistent, scalable, and resilient customer experience operations. TCS’ extensive offerings and proven ability to drive sustained improvements in NPS, CSAT, FCR, complaint resolution accuracy, and digital channel adoption reinforce its position as a trusted partner for next generation customer operations.
“TCS’ positioning in insurance CX is driven by its deep domain expertise across Life and Pensions and P&C insurance operations, combined with scaled global delivery capabilities,” says Dinesh Udawat, Practice Director, Everest Group. “It supports complex servicing interactions across the insurance value chain and continues to invest in AI- and gen AI-led solutions to enhance agent productivity, digital engagement, and operational efficiency. Its ability to integrate consulting, IT, and operations within large transformation engagements strengthens its value proposition for insurers pursuing end-to-end CX modernization. These factors support TCS’ positioning as a Leader in Everest Group’s Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025.”
Disclaimer: Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
1Customer Experience (CX) Services in Insurance Operations PEAK Matrix® Assessment 2025, Everest Group
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