Gartner Research

How North American Insurance CIOs Can Drive Social Media Adoption by Captive Agents

Published: 27 March 2013

ID: G00248278

Analyst(s): Steven Leigh

Summary

Consumers' growing use of social media makes operationalizing social media technologies essential for life and P&C insurers. Insurance CIOs must deliver the social software that enables captive agents to interact with consumers in an efficient and compliant way.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Provide the Technical Support and Instructional Guidance for Captive Agents to Use to Develop Their Personal Brands
  • Provide Captive Agents With Software to Enable Them to Be More Visible to Their Clients and Respond More Effectively to Their Needs
  • Deliver Social Media Tools to Help Captive Agents Move Beyond Simply Selling Insurance Products to Delivering Useful Guidance About Life Decisions and Life Events
  • Ensure That Agent Technology Support Call Centers Go Beyond Problem Resolution to Improving Software Usage and Value

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