Studies conducted by leading analysts in recent times show key reasons for large customer churn- High turnaround time during customer service, insufficient insights for decision making, slow & complicated processes and lack of omni-channel experience. Clearly, now, there is a sudden rush to embrace Digital. However, insurance business requires a combination of Digitization with Human Empathy. Human interaction will remain pivotal in the future, but stakeholders will expect all interactions to have digital support. For an instance, Sales Executives are adapting to remote selling with prioritized leads for the “next-best conversation”.