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Thanks to our Lead Underwriters, you can watch and listen to the session recording starting Tuesday, February 10th.
Coming Soon!At IIAT’s Joe Vincent Management Seminar, the Agency 2030 panel brought together Brandon Smith, EVP of Marketing & Communications at Glidewell; Ciara Gravier, Founder and CEO of The Bunker Insurance and Risk Management; and Casey Nelson, Director of Consulting at Catalyit. Facilitated by IIAT President & Executive Director Marit Peters, the discussion explored how independent agencies can stay relevant—and successful—over the next five years. The takeaway was clear: while technology and AI are reshaping the industry, people remain the true differentiator.
Technology Should Enable, Not Replace, Relationships
AI and automation are here to stay, but the panel emphasized that they should support, not substitute, the advisor-client relationship. As technology handles routine tasks, agencies have an opportunity to move away from an “order taker” mindset and toward more intentional, consultative conversations. In a world of chatbots and self-service, access to real people may soon become a luxury that sets independent agencies apart.
Client Experience Is the New Expectation
Today’s clients expect speed, clarity, and communication in every interaction. Panelists stressed the importance of defining your agency’s client experience and clearly setting expectations around process, timelines, and next steps. Agencies that communicate proactively—before clients have to ask—build trust and long-term loyalty.
AI Requires Guardrails
With new tools comes new risk. A key takeaway: many agencies are adopting AI without clear guidelines. Panelists encouraged agencies to create written AI usage policies, train staff on acceptable use, and always review AI-generated outputs. Transparency and ethics must keep pace with innovation.
Culture and Talent Will Shape the Future
As the workforce evolves, agencies must hire for culture, communication skills, and adaptability—not just insurance experience. Being tech-forward, flexible, and committed to development will be essential to attracting and retaining the next generation of agency professionals.
