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Digital disruption in insurance. The excitement of implementing new technology can cause insurers to forget the main reason for adoption — improving the customer experience. (Photo: Shutterstock)

As the insurance industry undergoes a period of reinvention through digital transformation, it’s vital to remain focused on what really matters. The excitement and hype over new technology can lead us to forget the underlying drive to adopt it — improving the customer experience. Treating customers right encourages them to spread the word, consider new services and remain loyal. All three are essential in a competitive industry with such a bounty of choice.

Best-in-class customer experience means faster growth and higher profitability, according to McKinsey, and can be achieved through the pursuit of certain qualities that customers crave. Courtesy and professionalism should be a given at any carrier, but many insurers could make strides by focusing on greater transparency, facilitating easier communication, and increasing the average speed of claim settlement.

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