Agents Council for Technology
Customer Experience Work Group –
Pilot Agency Findings
Claudia McClain & Judy De La Rosa, Chairs
Oct 27, 2014
Background
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Collected ‘touchpoints’ via WG, breakouts
ID’d critical touchpoints, added resources
‘Streamlined’ (remove existing/already covered)
Created Pilot group of agents
CX Pilot Group
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8-10 agents
PL & CL, varying degrees of tech interaction
Each chose 1-3 recommendations to implement
Report on:
– Progress w/ implementations
– Challenges
– Positive customer impacts
• To be used in final BP document
Choices
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eSignature – both PL & CL
Agency Website posting Customer Reviews
Social Media constant contact campaigns
Website – adaptive design, mobile app
Blogs
Ratings & Reviews
Key Points To Date:
• Change & being consistent must be “sold” thru agency
• Significant positive feedback from customers
• More referrals
• Developing additional processes because of this focus
– SM ‘drip’ campaigns,
– client touchpoint ‘life-cycle’ schedules
Key Points To Date:
• Challenges with budget, need ROI to sell
• Doesn’t just mean digital – Must be ‘Omni-channel’
• Not just one solution, ongoing strategy
– Reflects changing consumer expectations
Customer Experience Work Group
Final Product: Coming YE/2014
Thank you!
Agents Council for Technology
Technology Agreements Work Group –
Recommendations
Jim Armitage, Chair
October 27, 2014
Work Group Actions
• Most agreements missing key existing & emerging
technology aspects
• Confidential review
• Work Group:
– Agents, Carriers, Vendors, Association
– Legal reps
• How to best integrate into existing agreements
Results
• Six-page document – “Summary Review”
• Overarching principles
– Ex: Combined agreement, Dedicated ‘Technology’ section
• Focus areas:
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eSig
Click-Throughs
Single Sign-On
Data Breach
Telematics
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Correction of Data Errors
Agency Agreement is Controlling Document
Access by Unauthorized Users
Use of Data by 3rd Parties
Access to Data by Terminated Agency
Deliverables
• Summary Review Recommendations
• High-level communication for
– Carriers
– Agents
• When: Today
• Next Step: Consistent review, incremental updates
Thank you to all Work Group participants!
Agents Council for Technology
Open Discussion
Thank you!