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The Gulf Cooperation Council (GCC) insurance sector lags behind its global counterparts in using Artificial Intelligence (AI) to enhance customer experiences and tailor services. This research provides a comprehensive framework for incorporating artificial intelligence (AI) inside the GCC insurance sector, considering the region’s unique regulatory landscape, cultural nuances, and infrastructural capacities. This study employs the Technology-Organization-Environment (TOE) Framework and Service-Dominant (S-D) Logic, using a qualitative methodology encompassing case studies, semi-structured interviews with industry stakeholders, and focus group talks with diverse customer demographics. The research examines particular consumer demands, legislative limitations, infrastructural prerequisites, and congruence with overarching economic diversification objectives across GCC nations. The suggested framework tackles essential obstacles like data privacy rules, technical preparedness, and cultural preferences while offering pragmatic suggestions for AI applications. This study enhances theoretical understanding and practical application by using TOE and S-D Logic theories within the GCC insurance context, developing region-specific AI adoption strategies, and formulating implementation protocols that adhere to local regulations. The findings will assist insurance providers in transitioning from standardised products to personalised, AI-driven solutions while supporting the GCC’s digital transformation objectives. The research aligns with regional economic visions such as Bahrain Vision 2030, Saudi Vision 2030 and UAE Vision 2021 while supporting the United Nations Sustainable Development Goals, specifically SDG 9 on Industry, Innovation, and Infrastructure and SDG 8 on Decent Work and Economic Growth, promoting economic growth through technological innovation. The resulting framework will serve as a roadmap for insurance providers seeking to enhance customer experience through AI implementation while navigating the unique challenges of th GCC market.

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Artificial Intelligence Adoption Framework for Enhanced Customer Experience in the GCC Insurance Sector

  • 章节

  • 发表日期：

    2026年

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  • Eman Mojali,
  • Nevine El-Tawy,
  • Jasim Al-Ajmi

摘要

The Gulf Cooperation Council (GCC) insurance sector lags behind its global counterparts in using Artificial Intelligence (AI) to enhance customer experiences and tailor services. This research provides a comprehensive framework for incorporating artificial intelligence (AI) inside the GCC insurance sector, considering the region’s unique regulatory landscape, cultural nuances, and infrastructural capacities. This study employs the Technology-Organization-Environment (TOE) Framework and Service-Dominant (S-D) Logic, using a qualitative methodology encompassing case studies, semi-structured interviews with industry stakeholders, and focus group talks with diverse customer demographics. The research examines particular consumer demands, legislative limitations, infrastructural prerequisites, and congruence with overarching economic diversification objectives across GCC nations. The suggested framework tackles essential obstacles like data privacy rules, technical preparedness, and cultural preferences while offering pragmatic suggestions for AI applications. This study enhances theoretical understanding and practical application by using TOE and S-D Logic theories within the GCC insurance context, developing region-specific AI adoption strategies, and formulating implementation protocols that adhere to local regulations. The findings will assist insurance providers in transitioning from standardised products to personalised, AI-driven solutions while supporting the GCC’s digital transformation objectives. The research aligns with regional economic visions such as Bahrain Vision 2030, Saudi Vision 2030 and UAE Vision 2021 while supporting the United Nations Sustainable Development Goals, specifically SDG 9 on Industry, Innovation, and Infrastructure and SDG 8 on Decent Work and Economic Growth, promoting economic growth through technological innovation. The resulting framework will serve as a roadmap for insurance providers seeking to enhance customer experience through AI implementation while navigating the unique challenges of th GCC market.