To keep customers — and the revenue they generate — insurers must meticulously track the quality of customers' digital engagements. (Photo: Nico El Niño/Shutterstock)
The COVID-19 pandemic has transformed the insurance industry from a technological laggard to a trailblazer practically overnight. Amid the shift to remote work and the pressing need to unlock new efficiencies and revenue streams in an unpredictable economic climate, the industry's digital adoption surged 20% over the past year, according to Bain & Company research.
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