Tony Caldwell

"The biggest change facing agency owners is increased customer expectations for speed, timeliness and improved experience."

Insurance agencies will need to innovate over the next decade to be nimbler and more cost-efficient than ever before.

Adapting to carriers' new technology is a challenge, but it gives agents the opportunity to move from distributors to true business partners.

Yes, insurance is complex, but such comparisons oversimplify insurance, make it a commodity and serve neither the client nor the agency.

Technology promises to free agents to spend more time with clients and prospects, broadening and deepening relationships.

Independent agencies haven't fundamentally changed the way they do business in 100 years but now must greatly up their game or sell.