How Tech and Talent Are Transforming Insurance Agencies

Insights from the 2025 Southern Agents Conference Keynote Panel

Independent insurance agencies are at a turning point. Technology is evolving fast, talent expectations are shifting, and the agencies that win are the ones that blend both to drive performance.

At the Southern Agents Conference keynote panel, leaders from Catalyit and three North Carolina agencies shared what is working, what is not, and what is coming next. From AI to CRM adoption to cultural alignment, the message was clear: success requires clarity, discipline, and a willingness to evolve.

Meet the Panel

Catalyit CEO Marit Peters led a candid discussion with three North Carolina leaders:

Jack Wingate

• Head Honcho, ALLCHOICE Insurance
• Multi-location independent agency
• Focused on operational precision and CRM adoption

Karl Sherrill

• Chief Revenue Officer, Highstreet Insurance & Financial Services
• Nationally expanding firm
• Expertise in workflows, incentives, and cultural alignment

Walker Ross

• CORE Team Manager, G. R. Little Agency, Inc.
• Focused on talent development and modernization

Tech Fails, Tech Wins, and What Agencies Can Learn

Every panelist reinforced the same truth: technology succeeds or fails because of people and process, not the tool.

Biggest Tech Fails

Jack: A major integration never worked because expectations were misaligned. Lesson: cut early and cut fast.

Karl: A cultural misalignment with a high performer damaged trust. Technology cannot fix culture.

Walker: Holding onto underperformers too long. Talent decisions shape agency performance more than tech.

Biggest Wins

• CRM systems that unify sales and service
• Internal platforms that connect data without forcing system conversions
• Stronger culture built through shared learning tools like book clubs and TED Talks
• Clear workflows established before buying software

Culture Is the Real Tech Strategy

Technology only works when the mindset supports it. Key themes included:

• A change in mindset matters more than the tool
• Trust is essential or adoption stalls
• Clear communication drives momentum
• Leaders must model the behaviors they expect

Karl described culture as the infrastructure that makes technology stick. Walker shared how common language, books, and TED Talks help align teams and accelerate adoption.

Incentivizing Technology Adoption Without Babysitting It

One of the most tactical sections focused on driving consistent technology usage across teams.

Highstreet Insurance & Financial Services

• Cross-functional tech committee evaluates tools and workflows
• Financial incentives for cross-selling and upselling are tied to tech usage
• Recognition programs for employees who embrace new tools

ALLCHOICE Insurance

• Compensation tied to outcomes, such as consistent CRM usage
• Renewal activity tracked with automation and dashboards

G. R. Little Agency, Inc.

• Utilization data is reviewed before approving any new tech investment
• Tools that do not deliver value are quickly removed

Bottom line: if compensation and recognition do not reinforce the behavior, adoption will not stick.

What Agencies Should Prioritize Right Now

Invest in a strong CRM
A CRM standardizes pipelines, relationships, renewals, and documentation.

Build a cross-functional tech evaluation team
This prevents siloed decisions and ensures every tool supports agency goals.

Use AI to analyze your book of business

• Identify cross-sell opportunities
• Flag underperforming accounts
• Analyze producer performance
• Recommend growth strategies

Modernize renewals and remarketing
Use technology to spot churn risks early and protect revenue.

Embrace automation for repetitive tasks

• Fillable forms
• RPA for carrier data pulls
• AI writing assistants
• Chatbots and voice routing

Build cultural practices that support change
Adoption accelerates when culture promotes curiosity, transparency, and accountability.

Looking Ahead to 2026

Clarity, excellence, and continuous improvement dominated the outlook. Agencies that unify technology, talent, and culture will be positioned to outperform.

Action Items for Agencies

1. Explore Catalyit's Guides
2. Take the Tech Assessment to benchmark your agency
3. Participate in the Agency Compensation 360 Study
4. Build a cross-functional tech steering group
5. Adopt AI tools to analyze your book of business
6. Standardize processes with a CRM
7. Use chatbots or writing assistants to improve efficiency