New Digital Insurance research reveals how firms are deploying AI, what they’re getting in ROI and how strategies are evolving

July 01, 2025 at 11:00 AM EDT

--News Direct--

Digital Insurance, a leading information resource for executives and innovators in the insurance sector, releases its latest research report, The Cost of AI: The AI Revolution Gathers Steam. Sponsored by Salesforce, the findings reveal adoption of artificial intelligence is rising in the insurance industry, with more than half expecting to implement it within 12 to 18 months — and many already seeing returns.

AI is moving from pilot project to enterprise strategy for some organizations, with a growing number of companies already seeing returns on their investments. But as AI deployments scale, so do the price tags — and industry professionals may face tough choices about how to modernize, budget and prioritize.

The research offers fresh insight into how industry organizations are implementing AI, what they’re prioritizing and what’s standing in the way of broader success. Based on proprietary research with professionals across the insurance industry, the report reveals how different types of organizations are navigating this next phase of transformation.

Key takeaways include:

Where companies are finding the most value from their AI investments — and where results are falling short
What’s driving organizations to move faster and what’s holding others back
How generative AI is reshaping the conversation around customer experience
What companies are spending now and how that’s expected to shift in the year ahead

“AI investments are already paying off, particularly for firms that have implemented them aggressively to improve efficiency,” says Janet King, SVP, Content Strategy, Research at Arizent, parent company of Digital Insurance. “At this point in the adoption curve, the most advanced companies appear to see more opportunities to reap positive returns, suggesting those at the leading edge could remain in that position for some time.”

The data indicates nearly all organizations expect their AI spending to increase to some extent over the next 12 months. Only a few companies expect their spending to remain level or decrease. Organizations that trail their peers will need to accelerate their strategies as much as possible or risk falling further behind as early adopters continue to expand their capabilities.

To explore the full findings and see where your organization stands, download the full report: https://www.americanbanker.com/payments/news/embedded-payments-demand-comes-from-health-care-travel

About Digital Insurance

Digital Insurance is the essential resource for senior executives leading the digital transformation of the insurance industry. Across events and member forums, original research reports and editorial news and analysis, Digital Insurance examines business-critical topics in technology innovation, data advancements, insurtech market trends and transformation strategies. The brand convenes the community around these ideas and insights so they can understand the real-world impact on their firms and the customers they serve.

About Arizent

Arizent is a business information company that advances professional communities by providing insights and analysis and convening industry leaders. The company uses deep industry expertise and a data-driven platform to deliver its services, which include subscriptions, marketing services, live events and access to Leaders Forum, a digital content platform featuring livestream and on-demand formats. Arizent also connects business communities through leading financial services brands like American Banker, The Bond Buyer, Financial Planning and National Mortgage News, as well as professional services brands like Accounting Today, Employee Benefit News and Digital Insurance.

About Salesforce

Salesforce is the #1 AI CRM, helping companies connect with customers in a whole new way since 1999. Our product portfolio, Agentforce, brings #1 CRM apps together with trusted AI and data on one integrated platform so companies can grow relationships, productivity, and their bottom line. Salesforce helps insurance firms lower operational costs, grow efficiently, innovate at scale, and personalize customer experiences. With Salesforce, insurance carriers, agencies, and brokerages can connect and empower their entire organization, spanning Marketing, Sales, Service, Data, IT, and Analytics. Our AI-driven, connected platform empowers insurers and their distribution partners to manage all core operations from one system — including product development, quoting, claims, and more.