Next generation technology seems to be a savior, and a challenge, to insurers trying to respond to the changing behavior and expectations of the customers who embrace it.

A research brief released by Strategy Meets Action (SMA), a Boston-based research and consulting firm, notes that the critical role played by technology in the insurance business is not new. What is new, notes SMA, is technology’s momentum, which, thanks to customer expectations, affects pace of adoption, reach, and visibility. 

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