B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Current
31%
31% -- net promoter score increase for hybrid experiences (2026)
Digital-human combined journeys (hybrid experiences) achieve 31% higher Net Promoter Scores than purely digital alternatives in the insurance industry.
Attribution:
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
31%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
50
Citation Chain
90
Independence
30
Methodology
45
Freshness
92
Source
CX Pilots
Primary
Tier A
https://www.cxpilots.com/ ↗
Source Article
CX Pilots Releases Groundbreaking 2026 Benchmark Report on Digital Customer Experience in Insurance Industry
The State of Digital CX in Insurance: 2026 Benchmark Report." This definitive industry analysis examines digital transformation trends across 40 leading insurers and over 5,000 customer interactions, providing insurance executives with actionable insights to drive competitive advantage in an increas…
Original Research
CX Pilots
· Original study ↗
Methodology
Comparison of hybrid experiences to purely digital alternatives.
Methodology documented
Segmentation
IndustryInsurance
Cite this stat
Plain Text
hybrid experiences: 31% net promoter score increase. Source: CX Pilots (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/hybrid-experiences-nps-2026
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<blockquote cite="https://lighthousedata.io/data/hybrid-experiences-nps-2026" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>31%</strong> -- net promoter score increase for hybrid experiences<br><small>Source: CX Pilots (2026) · <a href="https://lighthousedata.io/data/hybrid-experiences-nps-2026" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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