Press Ganey Forsta Launches Insurance HX to Help Insurers Boost Retention and Loyalty

By: Press Ganey Forsta via Business Wire

September 03, 2025 at 08:00 AM EDT

AI-powered solution gives insurance companies real-time listening, automated workflows, and tailored dashboards to detect risk, recover faster, and improve policyholder experience

Press Ganey Forsta, the leading provider of experience measurement, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders, has launched Insurance HX, a unique, purpose-built experience solution that modernizes how insurers capture, analyze, and act on feedback across the customer journey.

Leading global insurers partner with Press Ganey Forsta to build trust, strengthen retention, and deliver better experiences for their customers, employees, and members.

Insurance HX features:

Real-time, journey-based listening to capture feedback at every touchpoint
AI-powered, proprietary analytics models unique to the insurance industry — tuned to policyholder journeys and interactions
Automated recovery workflows that help teams retain policyholders at risk of churn faster
Tailored dashboards and survey libraries for faster time-to-value
Enterprise scalability to support teams across the business

Competition is intensifying and policyholder expectations are higher than ever, making experience a decisive differentiator in the insurance market. At the same time, emerging regulations are creating new financial hurdles and raising the bar for transparency and communication, putting added pressure on insurers. Insurance HX equips organizations to respond with clarity, accountability, and speed.

“The insurance industry is facing a critical moment—expectations are rising, and traditional approaches to customer experience aren’t keeping up,” said Kyle Ferguson, President and Chief Commercial Officer of Press Ganey Forsta. “Insurance HX gives providers the intelligence and agility they need to stay ahead by capturing real-time feedback, surfacing the insights that matter, and turning them into action that drives retention, loyalty, and growth.”

Across early implementations, insurance companies are moving faster—from insight to action—and seeing meaningful results: faster follow-up with detractors, stronger recovery workflows, and more confident frontline decision-making. Teams are identifying risks sooner, spotting trends more easily, and resolving issues before they become costly churn or complaints.

With AI-powered insights, automated workflows, and dashboards tailored to the unique needs of insurers, Insurance HX helps organizations move from passive listening to proactive experience management. Whether you're refining a claims journey, strengthening retention, or equipping frontline teams to act in real time, the platform is built to scale with your goals, today and into the future.

To learn more about how Press Ganey Forsta is helping insurance providers transform customer experience with smarter listening and AI-driven action, visit pressganey.com/InsuranceHX or contact us to schedule a demo.

About Press Ganey Forsta

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner^® as a Leader in the Magic Quadrant™ for Voice of the Customer (VoC) Platforms.