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Customers expect a smoother process than last year. Carriers will have to deliver a simple digital experience with guidance for customers and faster turnaround times on claims. (Photo: Shutterstock)

Going into 2020 we assumed digital transformation within the employee benefits industry would continue at a similar pace and scope as 2019. But everything changed when the COVID-19 pandemic hit. The demand for advanced digital capabilities from employee benefits carriers boomed seemingly overnight, a direct response to rapidly changing employee expectations and the urgent need for remote functionality.

Related: Sales & marketing tips for 2021: Adapting to a new digital world

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