According to World Insurance Report 2016 while 37.1% of the Gen Y customers use digital channels (Internet-PC, internet-mobile, and social media) at least once a month for their insurance needs, about 82.4% of Gen Y customers have used traditional channels (44.1% have used agent channel) to purchase their insurance policy. This finding, further highlights the need of a well connected agent channel in order to ensure a superior customer experience. Insurance All Channel Experience (ACE) helps insurers develop a holistic roadmap for agent interaction and engagement