Anyone who knows me is well aware that I don’t shy away from controversy (quite the opposite, in fact), so when I brought together my annual panel for the recent ISOTech conference in Orlando, it was no surprise that some fireworks were seen.
One of the more incendiary issues grew out of an analyst report I saw last year that basically recommended to carriers that they automate their sales function and stop using independent agents. Ironically, the same analyst said carriers should do all they can to make sure their automated systems mimicked the live agent experience in any way possible.
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