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The path to a good customer experience is through engagement, and insurance companies already have the data necessary to inform a meaningful, modern client service. (Photo: Anawt Sudchanham/Adobe Stock)

In the age of Amazon, Facebook and Twitter, customers have been conditioned to constantly demand more. More value, more convenience, more everything. And today’s customer wants it all for less money.

Part of the “new normal” is realizing that the expectation baseline has changed, and those product companies or solution providers who were simply meeting, and not exceeding, the baseline before are now targets for merger and acquisition (M&A) or in danger of potential insolvency. Providers of everyday products and services are under a full-frontal assault, and innovation is required to just get to the baseline.

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