SUCCESS STORY

How Generali Achieved 3X Leads and 17% Fewer eKYC Drop-Offs with AI-Led Customer Journeys

How Generali Achieved 3X Leads and 17% Fewer eKYC Drop-Offs with AI-Led Customer Journeys

3X

increase in leads

20%

faster sales cycles

17%

fewer eKYC drop-offs
Challenge

Challenge

Generali needed to lower CAC, collect high-quality leads, reduce eKYC drop-offs, and re-engage digitally inactive customers while overcoming low platform stickiness and underused prior tools.

Solution

Solution

Insider connected Generali’s CDP and CRM to unify customer data, then used gamified, AI-driven, and real-time onboarding experiences to personalize engagement and strengthen trust.

Result

Result

Generali achieved 3X more leads and cut eKYC drop-offs by 17% while improving engagement across channels and focusing sales on higher-intent customers.

ABOUT THE CUSTOMER

Generali is one of the largest insurance and asset management providers globally, serving 68 million customers in over 50 countries since 1831. Recent strategic reinvention has focused on efficiency, customer-centric innovation, and regulatory leadership.

INDUSTRY
Financial Services
SOLUTIONS
Lead Scoring
CDP
Architect
CHANNELS
Email
SMS
Web
Push Notifications

SUCCESS STORY #1

17% drop in eKYC drop-offs and 3X lead growth with gamified, personalized engagement

The Challenge

Generali needed to not only lower CAC and collect high-quality leads but also reduce eKYC onboarding drop-offs and increase engagement among digitally inactive customers. Previous efforts with another provider left too many anonymous visitors unconverted and the platform underutilized, stalling growth and retention. “We couldn't believe how quickly Insider integrated with our systems. Their support meant we now run personalized, secure, and interactive experiences that keep customers engaged, not just signing up.” Senior Vice President, Performance Marketing

The Solution

By integrating Insider's CDP and CRM, Generali mapped behavior across all touchpoints while gamified overlays and memory-game templates turned passive site visits into interactive lead opportunities. AI-driven segmentation personalized banners for recently viewed products to nudge engagement and unlock powerful cross-sell and quote-to-policy experiences. Real-time onboarding status updates and compliance notifications assured digital trust and transparency.

We switched from our previous provider to Insider to connect all digital data and touchpoints, cut eKYC drop-offs, and boost high-quality leads. In weeks, sales cycles were faster, acquisition costs lower, and customer trust and engagement at an all-time high.

Senior Vice President, Performance Marketing
Generali

3X

increase in verified leads

17%

reduction in eKYC drop-offs

14%

improvement in policy conversion rates

SUCCESS STORY #2

20% faster sales cycles and 25% higher CLTV with AI-led lead validation for reactivation

The Challenge

Without automated lead validation or real-time alerts, Generali's sales teams wasted time on cold leads, missed opportunities, and struggled to reactivate inactive customers. The lack of ongoing engagement tools resulted in low platform stickiness.

The Solution

Insider's multi-layered platform introduced AI-led lead scoring with behavioral signals, predictive Early Month on Book (EMOB) activation strategies, and personalized re-engagement plans to target low-score and inactive users, driving platform loyalty. CRM integration ensured the sales team could focus on high-intent and retained customers.

We couldn't believe how quickly Insider integrated with our systems. Their support meant we now run personalized, secure, and interactive experiences that keep customers engaged, not just signing up.

Senior Vice President, Performance Marketing
Generali

Insider's AI-powered lead scoring immediately stood out for its accuracy. Our sales team now spends far less time chasing unqualified leads and far more time engaging with customers who are ready to convert. That shift alone has made a dramatic difference in both our sales velocity and customer relationships.

Senior Vice President, Performance Marketing
Generali

20%

faster sales cycles

25%

increase in average customer lifetime value

Looking ahead

Looking ahead Looking ahead

Looking ahead

Generali will deepen its use of AI-powered predictive segmentation , expand gamified engagement, implement increasingly rigorous compliance features, and deploy outcome-based customer support automation to retain, reactivate, and grow its customer base for the long term.

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