Staysure, the UK’s leading travel insurance provider, is transforming its customer service operations by partnering with NiCE to implement the AI-driven CXone Mpower platform. This strategic move aims to meet the rising digital-first expectations of travelers and position Staysure as Europe’s largest travel insurer by delivering personalized, seamless, and trustworthy insurance experiences.
Staysure adopts NiCE’s CXone Mpower for AI-powered customer service.
Integrates digital channels like WhatsApp, SMS, and chat with voice.
AI-driven Copilot and Expert tools enhance agent efficiency and support.
Enables faster agent training and improved service quality.
Automates 100% of interaction reviews for compliance and sentiment analysis.
Positions Staysure to lead Europe’s travel insurance market.
The CXone Mpower platform enables Staysure to integrate digital channels such as WhatsApp, SMS, and chat with traditional voice interactions, creating a fluid omnichannel experience. This bridges online and offline customer interactions, enhancing digital engagement for modern travelers. The platform’s AI capabilities ensure a consistent and personalized experience, aligning with Staysure’s commitment to service excellence. Alistair Hadfield, COO, Staysure, says: “In today’s digital-first world, NiCE’s CXone Mpower platform provides the flexibility and scalability essential for fuelling our growth, while cultivating a culture of continuous improvement. Its advanced AI ensures we’re not just meeting today’s digital demands but are also prepared for the evolving needs of the travelers of tomorrow by providing true end-to-end automation.”
CXone Mpower’s Copilot and Expert features provide real-time, AI-driven support to Staysure’s service team. The centralized knowledge base through CXone Mpower Expert, combined with intelligent guidance from CXone Mpower Copilot, equips agents to handle complex travel insurance queries efficiently. This includes navigating diverse policies, healthcare nuances, and individual customer needs. As a result, Staysure can reduce agent onboarding time, accelerate training, and deliver higher-quality service through AI and automation.
Staysure leverages NiCE’s AI-powered automation for Quality Management and sentiment analysis, reviewing 100% of customer interactions. This provides critical insights into customer sentiment, call drivers, and service performance, streamlining compliance and complaint processes. The data-driven approach enhances service quality and supports Staysure’s goal of setting new standards in the travel insurance industry.
By adopting CXone Mpower, Staysure is well-positioned to scale efficiently and capitalize on opportunities in the European travel insurance market. Darren Rushworth, President, NiCE International, says: “CXone Mpower positions Staysure to scale efficiently and seize emerging opportunities within the European travel insurance market. By adopting NiCE’s AI platform for its customer service operations, Staysure is not only meeting the evolving demands of travelers today but can set new standards for service excellence in the future, leveraging cutting-edge capabilities. We also extend our gratitude to our partners at SVL, whose collaboration and expertise supported Staysure in progressing through the ambitious process.” This partnership reinforces Staysure’s mission to lead the travel insurance sector with innovative, customer-centric solutions.
This collaboration with NiCE empowers Staysure to deliver exceptional travel insurance experiences, driving growth and redefining service standards for travelers across Europe.
NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.