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In his new book, Average is Over, Tyler Cowan maintains that America is dividing itself into two main groups: At the top will be 10 to 15 percent of achievers, whose self-motivation and mastery of technology will allow them to soar into the future. Then there will be, well, everyone else.

Might the vocation and profession of claims likewise stratify itself into tech-savvy winners and bumbling losers, where the keys to success exist largely in technological fluency and literacy? This is to say nothing of crucial soft skills insurance professionals, particularly those in claims, must possess to be successful. What is the optimal combination of soft and high-tech skills for a workforce undergoing a major transition?

Valued Low-Tech Skills?

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