For years, carriers and brokers relied on human-based interactions for almost every point of the customer journey. COVID-19 has accelerated the paceof digitization, and while insurers are making progress,much work remains to be done. Insurers will needto make continued investments in delivering a better digital customer experience—particularly in claims—supported by a new workforce model powered by automation and AI. In December 2020 and January 2021, we spoke with nine executives at leading insurance organizations in North America and Europe to understand the fundamental trends impacting customer experience (CX) in insurance and the key focus areas for innovation.

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