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According to this contributor: Incorporating new communications into the overall digital transformation and improving the customer experience are admirable goals. But, to achieve those goals, it is critical to provide agents and policyholders with new capabilities. (Shutterstock) According to this contributor: Incorporating new communications into the overall digital transformation and improving the customer experience are admirable goals. But, to achieve those goals, it is critical to provide agents and policyholders with new capabilities. (Shutterstock)

The options for digital communications keep expanding. Insurer’s mobile interactions with prospects, producers and policyholders have become common, while methods like e-mail, web portals, and even fax are extensively used.

Plus, there is now a whole new world of messaging platforms, chatbots, business texting, voice assistants, and more. All of these methods are in widespread use in the world today, but not necessarily in insurance. It raises the questions: How do you determine which methods to employ, for which types of interactions, and for which constituents?

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