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While technology certainly plays an important role in improving customer experience, technology alone does not create the genuine connections that policyholders demand. (Credit: lexaarts/Adobe Stock) While technology certainly plays an important role in improving customer experience, technology alone does not create the genuine connections that policyholders demand. (Credit: lexaarts/Adobe Stock)

“In the past, jobs were about muscles, now they’re about brains, but in the future, they’ll be about the heart.” This quote from Minouche Shafik, the Director of the London School of Economics, holds even more truth in a post-COVID world where people have spent the last 18 months reevaluating their entire lives.

Many have decided to forgo their hour commute simply because it’s not worth it. People are quitting their jobs in record numbers to seek more fulfilling careers. Many have reprioritized how they spend time with family, friends, coworkers, and even the brands and organizations they interact and do business with. And yes, that includes their insurance providers.

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