The rapid pace of technological development is transforming the way customers interact with many industries, and insurance is no exception. With the rise of mobility, expectations about communication and service levels are shifting dramatically. Technology has the potential to meet this new level of demand, but there’s a major generational difference in how it’s perceived.

“It’s important to think about the journey a customer is going through. Are you causing more work for your customer with a poor technology roll-out?” asked Mark Garrett, Research Director at J.D. Power, in his speech at the 2017 Property Innovation Summit.