Managing Agents Effectively in Data-Driven World
Part 3: DIGITIZING THE AGENT EXPERIENCE
Agents, like customers, want insurers to understand what they want, when they need it and how to provide service in a rapid, responsive manner.
Historically, insurance companies have viewed interactions with their agents mainly by function managed by different divisions like distribution, underwriting, claims and accounting, or even by different product areas. Contact with agents was mainly tactical and completely disconnected. Karlyn discusses the need for a more holistic and integrated experience to achieve the agent experience required today. As with many things, the foundation of this can be found in data and analytics and there are a multitude of sources from which to build it.