1 The I in Experience 2 3 4 5 To what extent does your business Decision understand consumers’ trust (perceived or lack thereof) in your business? Consider the risks and benefits associated with the business growing its personalization Points strategy, and the methods used to generate those experiences. Seek out opportunities to generate more customer feedback. Build a holistic understanding of how individuals experience your digital products and services today. Use these insights to inform your approach to designing future interactions. 20 Technology Vision for Insurance 2020 | We, the Post-Digital People