1. IT is going to become the it department. With growing companies and growing customers, the IT department will continue to evolve, emerging from the back office into the core of an agency.
2. The industry will become more and more complex. There will be more products, more outsourcing and more complexity in general. The challenge, other than juggling the growing arms of the company, will be in how to present this complexity to the customer.
3. Outsourcing is going to be out. While outsourcing customer service overseas can be cheaper, insurance companies are realizing that the cheaper overhead doesn’t necessarily mean better bottom lines. Outsourcing some aspects of the business will remain, but outsourcing customer service will be reduced to help keep customers happy.