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Increase employee satisfaction in their benefits interactions by learning how they want to engage with their insurance carriers in different contexts.

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Summary

The extent to which employees favor digital options or a more human touch in their benefits interactions depends on charactersitics of the person (such as generation and experience) and the situation (Is there a sense of urgency? Are they seeking information or completing a transaction?). There are also instances in which contact preferences shift within an interaction, such as when a new question arises. Information in this series will help benefits carriers anticipate the mix of digital and human elements that employees want and expect in their benefits interactions.

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