未来的代理商：通过以客户为中心的体验释放独立代理商的价值.pdf

1、Agents of Tomorrow:Unlocking the Value of Independent Agencies Through a Customer-Centric ExperienceDavid Hand&Shahrose BuxSession DescriptionShahrose and David will explore the evolving independent agency channel and how a customer-centric approach drives future success.This is not a lecture,but a

2、dynamic discussion blending real-world agency and carrier perspectives to identify growth opportunities.Theyll unpack how technology and human touchpoints together can shape a seamless customer journey and how collaboration between carriers,vendors,and agents can unlock profitable growth.Key Takeawa

3、ys1)Carriers and agents must co-create digital and in-person experiences.2)Agencies must evolve to attract,convert,and retain customers across platforms.3)There is a critical gap between traditional retail and fully digital models.Featured Discussion Points Shahrose:Scaling ALPA Insurance via hybrid

4、 customer experience Tools:Text bots,100%eSign,integrated CRM/phone system Customer segments:In-office,virtual,referral networks Vision:Seamless digital-retail merge Barriers:Limited carrier tech,capital,and capacity David:Fragmentation of industry models Challenges in carrier-agency collaboration E

5、volution from legacy to hybrid to embedded models Impact of social shopping and digital onboardingFuture Vision and Bridging the Gap Vision for the Future:A unified model where customers can:1)Start online and finish in-person(or vice versa)2)Be intelligently routed based on shopping behavior3)Engag

6、e with tech-enabled agents powered by social,AI,and automation4)Access broader carrier options through local agencies Bridging the Gap:1)Bind-online&real-time carrier segmentation2)Improved API integrations3)Shared technology and education4