The future. How do we get there? What will it look like? Will agents and carriers be able to succeed?—important questions that require our consideration today. Moving forward, it appears that consumer experience will reign in importance for insurers, and the industry is starting to recognize that consumers today have many choices, and a bad experience for them is unacceptable.

Luckily, as society is changing in demographics and diversity, agents and carriers have many new tools they can use to better understand our target audience. We can use social networking to reach out to today’s consumer. We can use metrics and business intelligence to target and personalize interactions, as we offer choice and better value. Consumers use social media to communicate, connect and engage with peers and respected partners. We should use our tools to be relevant and mobile-friendly. We must provide interactive and pertinent information and access for our clients.

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