Digital transformation is the process of using digital technologies to change or create new business processes, customer experiences, and culture to meet changing business and market requirements. It’s not a one-time thing. It’s a business strategy that, once established, should continue to change and be refined to stay ahead of ever-changing business trends, climates, and competition.

The challenge for insurers trying to get service excellence right is that customer expectations keep changing and soaring. Customers want their experiences to be connected and personalized.

Know your customer. Sounds obvious, but we all know it’s a challenge...