Since the advent of the COVID-19 pandemic, it has become clear for every industry that technology is an undeniable part of thriving in this new era. This has meant that individuals, organisations and industries have had to have honest conversations with themselves regarding how far behind they are from the current necessary benchmark and make the required changes to meet today's demand. This has also highlighted skills gaps that are required to sustain this sudden surge in demand for both technological equipment and skills.

Furthermore, the pandemic has also brought with it changes in human behaviour. Yesterday's client is no longer today's client and neither are they the client of the future. We will need to dig deeper, with greater intention and focus to be able to service the client birthed by this global crisis. Our industry, more specifically, is dealing with the behavioural changes in consumers more clearly than most as various forms of insurance make it to the limelight during this time. It is therefore of paramount importance that professionals within our sector don't apply yesteryear theories and practices on today's customer; insurance practitioners will be further hardpressed to find that there is likely no longer a blanket approach to how we service our clients. This calls for individuals to upskill, to enhance their curiosity for the sector and the needs of its market and to personalise their approach to different situations and clients.