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While digital tools provide consistency and efficiency to insurance processes, humans bring a healing touch. (Photo: ipopba/Adobe Stock)

“I love my bots because they don’t have mood swings and are available 24/7,” gushed a customer experience head during an industry round table recently. That set me thinking: the pandemic-induced reset of corporate history into BC (before COVID) and AC (after COVID) is truly a point of inflection in terms of the digital wave sweeping across the customer experience landscape in the insurance industry, and a year and a half into the pandemic, the accent has now subtly shifted from digitizing the physical to humanizing the digital.

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