For most of us, the way we live our day-to-day lives has changed substantially since the beginning of the pandemic, with many of those changes now permanent. This shift has introduced opportunities and some challenges for businesses of all shapes and sizes. It's not just Zoom and Netflix that are seeing the transformative effects. A recent study found that property and casualty insurance customers now have much higher expectations for their insurers' websites and mobile apps. Similarly, mainstream adoption of telehealth has continued to surge, growing by 36% in 2021 as health care consumers adopted it as a more routine option and states expanded insurance coverage for telemedicine.

What is the first thing that comes to a human's mind when we plan to do any of the following? But are we having these conversations anymore, or are we turning to our smart devices instantly? A shift in traditional human behaviour is the biggest driving force behind digitally led intuitive customer experiences. Even before we were so heavily dependent on tech, relationships were built for life. Technology has sure made our lives simpler, but it has also taken away the human element away from some of these relationships. While businesses globally have benefited immensely from the myriad of technology solutions, the one thing they really need to focus on, is customer loyalty.