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As technology evolves, independent agents must evolve their insurance customer experience to match the new expectations of modern consumers.

In this episode of Agency Nation Radio, we’re joined by Jeff Roy, president of Excalibur Insurance in Ontario, Canada as he explains the steps behind building the Customer Experience 3.0.

As Sydney Roe recently explained, there is huge difference between customer service vs customer experience.

Good customer service is no longer good enough. We must move beyond pleasantries and politeness and begin to operate a customer-first business, regardless of size or location.

Jeff Roy is living proof of what is possible. As one of the fastest growing independent agencies in Canada, Jeff’s office is located in a town of only 3,200 people.

Yet, he’s already built his own chatbot, created a world-class website and has trained his staff to efficiently and effectively handle inbound sales opportunities.


This Episode is Brought to you by Elevate 2017 Platinum Sponsor:

Travelers Insurance

travelers insuranceIn an uncertain world, Travelers is an insurance leader, committed to keeping pace with the ever-changing needs of our customers, and anticipating their needs for the future. There is no stronger testament to our dedication to protecting customers from loss than our continued innovation and ability to transform our industry.

In fact, from the first ever auto and space travel policies and hybrid car discount, to the 2009 founding of The Travelers Institute for public policy, our history of advancements has propelled our company—and our industry—towards ever higher standards for customers.

Want to learn more from Jeff Roy live? Click here and get your ticket to Elevate 2017 today!

By focusing on the insurance customer experience, Jeff Roy has positioned himself to dominate in the digital marketplace.

This is why he was one of my very first calls when looking for speakers for Agency Nation Elevate 2017. Jeff’s experience and passion mixed with his energetic speaking style make his session a can’t miss at this year’s event.

Connect and learn more about Jeff Roy:




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