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The technology revolution has done much to expand the insurance industry’s reach, automate most of the mundane and repetitive tasks, and give us the ability to provide products and services more quickly and with less human interface.  But with all the positive impact of technology have we become too removed from the customer?  And, when we speak of customer, we aren’t only referring to the insurance buyer; we’re referring to anyone who interacts with the insurance organization, whether internal or external.  Customers include the buyers, agents, brokers, adjusters, call centers, underwriters, claims personnel and everyone and anyone communicating with an insurer’s people, processes, or systems.

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