How we interact in the digital age has become more important than ever. Technology platforms have undeniably increased efficiencies in placing business however the human element and connection is becoming a lost art form. How do we, as the participants watching the way we work evolve, step in to ensure that automation does not equate into agents and their insureds being left to deal with automated bots to service their needs, undermining the overall client experience? Simple, keep your client at the center of how you create or improve processes and enhance your technology. We should be looking at our customer’s experience in the following touch points: Client Center Focus, Personal Connection, look at each interaction as a collaborative partnership instead of a transaction, Does the technology we use help or hurt the experience, and Adaptability.