One challenge that everybody in the insurance industry is grappling with is how to update and improve the customer experience. Yes, it’s a cliché term. And it’s certainly an overused term. But that doesn’t make it any less of an industry priority, according to Andrew Appel (pictured), president and CEO at Gregory & Appel, an Indianapolis-based independent insurance agency.
“This is an industry where we’re selling intellectual capital,” he said. “We all have access to more or less the same products. How we put those products together does require a certain skillset that not everybody has, but, generally speaking, we’re all selling the same thing. That’s where the customer experience comes into play.”
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