Woman on video conference. Video communication is the channel of choice for tech-savvy Gen-Z and millennials (42% of the U.S. consumer population) and is not a fleeting trend. (Photo: Kate Kultsevych/Shutterstock.com)

By now, insurance executives are highly aware of consumers' rapidly rising expectations for high-quality customer experiences, what we call internally the era of "digital must." Digital is no longer a nice to have, but a "must-have."  The good news, however, is that with 74% of executives expecting their customer experience budgets to increase, insurers finally have the ability to create these modern customer-facing experiences.

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