From Surviving to Thriving: How Real Agencies Are Making AI Work Across Their Business

How one insurance agency is putting AI to work

The Rundown

This webinar brought together Outmarket, an AI technology provider focused on the insurance industry and an independent insurance agency to discuss real-world AI adoption. Nikki Swander, Sr. Vice President of Commercial Risk Operations at Kapnick Insurance, shared how her agency is using AI to improve efficiency, preserve institutional knowledge, and strengthen client service.

The Context

• Nikki Swander shared how Kapnick uses AI to reduce time spent on tasks like prospect analysis, policy reviews, and document comparisons.
• The discussion emphasized that successful AI adoption depends on employee buy-in, clear governance, and well-defined processes, not just the technology itself.
• Capturing institutional knowledge and making it accessible through AI helps create more consistent service across teams.
• Outmarket also outlined an AI maturity framework to help agencies evaluate where they are today and identify opportunities for broader adoption.

Why it Matters

AI adoption is shifting from isolated experiments to organization-wide strategy. Agencies that pair AI with strong processes and employee engagement can improve efficiency, preserve institutional knowledge, and deliver a more consistent client experience.

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