Insurer Modernizes UAT and Accelerates Release Readiness with Automated CX Testing

Faced with mounting pressure to deliver seamless customer experiences across complex systems, this leading insurer partnered with GlobalCX Innovations to eliminate manual testing bottlenecks. By automating customer experience validation, the UAT team slashed testing time, gained cross-team visibility, and ensured every release went live without surprises.

The Challenge

For one of North America’s largest financial and insurance providers, manual UAT had become a hidden liability. Each release required weeks of repetitive, manual test execution to validate customer journeys across voice and digital systems. Defects slipped through late in the cycle, putting both customer experience and brand reputation at risk.

The company’s UAT and QA teams were stretched thin, facing:

• Constant release delays caused by manual testing backlogs.
• Missed defects that surfaced only after production deployment.
• Limited visibility into testing progress across multiple business units.
• Growing pressure from executives to accelerate transformation initiatives and reduce operational risk.

With competitive pressures rising and digital expectations soaring, leadership knew they couldn’t afford another failed or delayed release. It was time to modernize UAT—fast.

The Solution

Partnering with GlobalCX Innovations, the insurer deployed an automated customer experience testing platformdesigned to deliver both speed and precision. The solution was rolled out across critical customer journeys, transforming the UAT process from a manual bottleneck into a high-performance validation engine.

Key capabilities included:

• Automated test creation and execution for both functional and regression testing.
• Continuous test coverage across voice and digital customer touchpoints, ensuring end-to-end reliability.
• Real-time dashboards for unified visibility across UAT, QA, and Operations teams.
• Instant defect feedback loops that enabled developers to fix issues within the same sprint.

By automating UAT, the insurer not only accelerated delivery but also instilled a new level of confidence across the release process.

The Results

The transformation delivered immediate, measurable impact:

• 70% faster regression cycles, cutting testing time from weeks to days.
• Zero critical defects in post-release validation for consecutive launches.
• Expanded test coverage across high-impact journeys, without increasing team size.
• Enhanced collaboration between QA, UAT, and Operations through real-time insights.
• Higher release confidence, enabling faster time-to-market for new digital initiatives.

The UAT team went from reactive and overstretched to proactive and data-driven—fueling the organization’s digital transformation roadmap.

In Summary

By automating customer experience testing, this insurer turned a major operational risk into a competitive advantage. What once took weeks of manual work is now executed in hours—with full visibility, fewer errors, and faster go-to-market confidence.

For enterprises under pressure to release faster, scale efficiently, and deliver flawless customer experiences, this case proves the cost of inaction is far greater than the investment in automation.

At GlobalCX Innovations, we help UAT teams modernize testing to keep pace with change—eliminating delays, reducing defects, and ensuring every release is customer-ready.