In our survey of nearly 1,200 independent agents (IAs) in the United States, we discovered that IAs generally don’t see technology as the answer to their needs. Indeed, they ranked digital capabilities as fifth out of 12 overall priority areas. In this Insurance Chart of the Week, we’ll examine IAs’ attitudes toward technology.

Independent agents’ lower regard for some digital capabilities could impede future success

Evolving the independent agent channel - Agents' priorities regarding digital capabilities
Click the image above for a large version of the Insurance Chart of the Week (opens in a new window).

Given customers’ changing expectations for how service is delivered, this disconnect—between IAs’ intent to focus on their customers and their lower regard for omni-channel capabilities—could impede IAs’ ability to continue to offer exceptional customer service. Mobile and social media capabilities, in particular, could help IAs offer the tailored, responsive experience that many customers have come to expect and demand.

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