With technologies such as electronic signatures, digital forms and automated workflows, clients shouldn't need to drive to their agent's office anymore to slog over cumbersome paperwork. And that's a good thing — digital convenience is a powerful competitive advantage.
Even so, insurers know that clients stick around for the long haul because of the relationships that are formed through quality service and positive, personal interaction. Clients want to know that a human being is on the other end of a transaction — someone who knows their kids' names and favorite baseball team. Technology can't be the exclusive tool for client interaction, or these relationships will suffocate.
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