Despite the resilience of these cloud-based, digital insurance Edwin gave an innovative solution for independent living for companies, business continuity was not top of mind when they seniors as an example of the sort of digital experiences that were designed. Other insurance companies, meanwhile, needed are coming to the fore. Such a platform could leverage mobile to rapidly reconfigure their call center operations to support and Internet of Things technology to help an elderly person remote, distributed workers. manage medicines and health appointments, shopping and more. Their vital signs could be tracked remotely. In addition to growing digital competition, changing consumer behaviors will also catalyze wider digital adoption in insurance. Consumer research such as the Accenture COVID-19 Consumer Pulse shows that most consumers reported that they planned to buy—or increase usage of—technologies such as voice-enabled digital assistants, self-service apps and wearables. The result is that we can expect to see a shift towards more immersive digital experiences in insurance, with an emphasis on more ‘human’ digital interfaces like voice or virtual assistants. Omni-channel customer experiences will rapidly evolve into digital-first or even digital-only experiences. Customers will be able to have human conversations for advice or service, but these will be optional. AN INNOVATION AGENDA FOR THE COVID-19 ERA 08