Opinion: CDL's Nigel Phillips on how the pandemic is changing the way businesses interact with customers

While many insurance retailers have been steadily expanding self-service propositions as part of digital transformation strategies, the coronavirus pandemic has made this a matter of urgency, prompting many to fast-track initiatives in response to changes to working practices and consumer behaviour.

Facilitated by CX platforms and emerging technology, such as AI and machine learning, the solutions also offer opportunities to adopt new models of customer engagement and get ahead of the curve