The best tech make great service feel effortless (re-visit)

In this weeks episode of Insurance Town, The Mayor welcomes good buddy Patrick McBride to the show. Patrick, a seasoned insurance professional, shares his journey, experiences, and insights on the industry's evolving landscape.

Key Highlights:

• The Last Few Years in the Industry: Patrick reflects on how the last couple of years have been "wicked" due to the rapid changes in technology and the industry's shift towards innovation. He provides perspective on how to stay ahead amidst these changes.
• Staying Connected in a Changing World: The conversation shifts to the importance of maintaining relationships in the insurance world, especially in a post-pandemic landscape. Patrick talks about his strategies for staying connected with colleagues and clients while continuing to adapt to the evolving industry.

Customer Service and Technology: The conversation digs deep into how the evolution of technology has transformed customer service in the insurance world. Patrick emphasizes the need for agencies to use tech to enhance the client experience—whether it's through automation or more personalized service. They discuss tools like AI chatbots, data analytics, and client portals, which not only make processes faster but allow for a more tailored approach. As Patrick points out: "The best tech makes great service feel effortless."Patrick shares a few stories where tech simplified otherwise complex processes for clients, noting how a quick turnaround and personalized communication helped retain customers. The duo also touches on the challenge of finding a balance between automation and the human touch. "At the end of the day," says Patrick, "clients still want to know there’s a real person behind the scenes who cares about them."

• Rapid Fire Questions Segment: In a fun and fast-paced part of the episode, Heath puts Patrick in the hot seat with rapid-fire questions. Get ready for some hilarious and insightful moments as Patrick reveals:
  • Favorite tech tool for improving customer service.
  • Worst business advice he ever received.
  • Favorite networking event (besides Indy Tech, of course!).
  • Go-to grilling recipe—yes, there’s a little cooking talk!
  • And much more!
• Customer Service Tech Takeaways for Insurance Pros:
  • Speed & Efficiency with Tech: Use technology to streamline repetitive tasks like policy changes, claims processing, and FAQs to free up more time for personalized client interactions.
  • Human Touch: While automation is a game-changer, it’s crucial to maintain a human connection for the moments that matter. Clients value tech for convenience but trust is built through real relationships.
  • Data-Driven Personalization: Tools that provide data insights can help agents understand client preferences and needs, making their outreach and service more meaningful.
• Don’t Miss:
  • Laugh-out-loud moments from the rapid-fire segment.
  • Patrick’s take on the biggest customer service pitfalls and how to avoid them in today’s tech-driven world.

Takeaways for Insurance Professionals:

• Importance of attending industry events like Indy Tech to network and stay updated on new trends.
• How to stay agile and adaptive to change in a "wicked" industry.
• Strategies for staying connected with your professional network, even when you can't always meet in person.

Don't Miss:

• Hilarious stories from the Indy Tech event that will keep you laughing.
• Patrick’s take on how insurance professionals can thrive in today's rapidly evolving environment.

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