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?

• What are the concrete steps or tactics needed to boost customer experience?
• What technology will have a large impact on CX?
• How can we create a frictionless experience for our customers?
• How can I digitize or introduce straight-through processing (STP) to my existing process?
• How can we generate personalized offers in real-time or identify the next best actions?

If so, here are some key technology trends that can help drive your organization closer to its end goal of a modern and seamless customer experience.