One of the many lessons of the pandemic year that resonates strongly with the insurance industry is the importance of operational resilience. Insurers recognize that operations maturity can translate into tech-savvy ways to acquire customers faster and discover new areas for revenue growth. This means combining data, technology, processes and people into a future-ready operating model. This is the vehicle for insurers to reimagine the work people do and how it gets done—from sales and service to claims and finance. And how they can offer next-level experiences for employees and customers.