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.

Yet, through multiple conversations with said executives, it seems that many are having trouble bridging the gap between their current baseline experience and the improved target vision. Do the following questions sound familiar to your organization?

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