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All too often, agent experience is at the bottom of the list when it comes to IT investments by insurance companies. But not at Pa.-based Erie Insurance, which in March named Mark Hammerstein vice president of agent experience.

Recruited from his position as manager of an agency in Canton, Ohio, Hammerstein discusses his role in facilitating better communication between agents and clients.

What are your duties as vice president of agent experience? I’m responsible for improving the agent experience. My primary responsibility focuses on agent-[centric] initiatives across our organization. It’s basically managing the impact on and minimizing disruptions to agents as we deploy new technology. We’re doing that through improved planning, communication and change management. Additionally, I am fostering and developing a better understanding of and sensitivity to the agent experience as it relates to how agents do business with us. My role is what I refer to as “boots on the ground.” If we create a positive agent experience, agents are happier. If we make it easier to do business with us, they give us more business.

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