Over the last three decades, technology developments have dramatically influenced our business climate. Today, companies of every size increasingly rely on technology to enhance customer experience, improve marketing performance, and stimulate ongoing revenue growth.
The changes have been nothing short of dramatic. Many of us recall a typical 1980s insurance company. Contact was mostly through agents who met clients face-to-face or by phone. Snail mail campaigns, family and friends, and client prospecting at the Rotary Club, Chamber of Commerce, or local community events were (and some believe still are) the most effective ways to generate business.
Insurance company offices had a large open floor plan. Desks were lined up in parallel rows with the manager in the back overseeing the business unit. Decision-makers were arranged along the wall in tiny offices. Metal file cabinets were stuffed with disorganized claim files. Files were lost or misplaced — sometimes for weeks at a time — making it impossible to resolve immediate customer business problems.
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