The service landscape evolved over the last two decades. New service delivery frontiers have emerged in response to significant socio-economic changes e.g., advancements in digital, the rise of start-ups etc. New consumer personas and technologies - The widespread proliferation of new consumer technologies across industries has created new needs for and expectations of insurance service providers. Millennials and Gen Z are also changing the outlook of the retail space.

Customers now expect personalized insurance solutions and the “One size fit all” approach simply does not suffice anymore. Service providers now have to account for the complex demands of these new persona.

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