"It's all about the customer."

How often have we heard that statement? Probably more times thanwe can count. But this statement may be more relevant than ever aswe exit the "pre-digital" age and enter an environment wheresurvival will be measured by rapidadaptability.

I often write about two areas of the insurance value chain thatlikely are not top of mind when thinking about digitaltransformation — billing and claims. Here, I'llcover policy and customer servicing; certainly a higher profilearea for digital enhancement.

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