<p>This study investigates how HDFC ERGO, a leading Indian insurance provider, has leveraged digital transformation to build a knowledge-driven service ecosystem within a highly regulated industry. Using a qualitative case study approach, it examines how the firm integrates artificial intelligence (AI), automation, and data connectivity across customer touchpoints to support the creation, flow, and use of knowledge. The analysis shows that AI-powered advisors, robotic process automation (RPA), and multi-channel digital platforms function as cognitive infrastructures that enable adaptive decision-making, real-time learning, and service innovation. The study also highlights how institutional and regulatory constraints shape the design and governance of knowledge-centric strategies in emerging market contexts. Theoretically, the study extends Mode 3 knowledge production and the quadruple helix framework by demonstrating how digital transformation enables coordinated knowledge creation and learning among firms, regulators, customers, and technology platforms within a regulated service ecosystem. The findings offer practical insights for service organizations, policymakers, and ecosystem stakeholders seeking to scale sustainable, knowledge-enabled innovation in complex institutional environments.</p>