Everyone is talking about the digital experience, but what does it really mean to go digital? Miles Suer recently took up this question, briefly exploring the digital journey being undertaken by an unnamed insurance carrier.

The 100-year-old carrier recognized that it needed to ramp up its digital footprint to meet the demands of an increasingly competitive landscape. The company’s leaders were eyeing the encroachment of Internet players, and the specter of being disintermediated by these online services.

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