In August 2021, Majesco asked Celent to give us a status report. What’s going on in the Distributor/Insurer relationship? Celent surveyed 231 agents, analyzed their responses and published them in a report, Reshaping the Distributor Insurer Relationship: A Survey of Independent Insurance Agents. Today we are looking at one portion of that report; digital service and the balance that needs to be created for effective customer experiences. We’ll look at what the brokers/agents have to tell us and how it is impacting insurers.