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Agent-Customer Conversations Offer P/C Insurers New Insight into Sales Process

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Simulating conversations between an insurance agent and a customer during the selling process seems to be providing property/casualty insurers with a more in-depth understanding of successful, and perhaps not so successful communications strategies. In this interview with Insurance Journal's Andrea Ortega-Wells, Bronwen Clark, qualitative manager for CMI, an Atlanta-based marketing research organization, discusses CMI's own research model involving simulated agent-customer conversations and how the findings may be changing the way P/C insurers communicate with their customer base and agency force in the future.

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