As Jay Byrnes winds down the final year of his term as Chair of the Agents Council for Technology, ACT News Team asked him to share a few highlights from his past three years in the post and a few challenges he sees going into 2019.
ACT News Team: You have been chair of ACT since September 2015. What would you say are the greatest accomplishments of these past few years and the upcoming challenges for 2019 and beyond?
Jay Byrnes: First, let me say it has been an absolute joy to be volunteer Chair of ACT and to work with really talented volunteers and staff.
I would say there have been many accomplishments over these past years, carrying on the efforts begun before I took up this post. What strikes me most is what a good aggregator of information ACT is—getting carrier partners, vendors and agents to come together and put aside their self-interests and deal with issues for the whole community. Lots of real solutions get hammered out, and participants get perspectives from outside their own area that help them think more broadly.
Cyber liability comes to mind. I think we've really helped ramp up agents' comfort and knowledge so they can be better advocates for their clients. The acceleration of cyber's importance has taken off over just the past few years. It's a misstep by many agency clients to think cyber isn't relevant to small businesses. That might have been the case early on, but the bigger companies have done their job in building firewalls, so criminals are looking downward on the food chain.
There is good news and bad news for the agencies themselves. The good news is awareness of the need to protect the private data we hold is up. States are now forcing the issue, so agencies that might have been slow to adopt protections will now have to in order to remain in compliance. A few states have cyber regulations adopted for both resident and non-resident agents, and we will all soon have to get in compliance, especially as a result of the NAIC's model act, which encourages states to adopt cyber regulations. I say good news and bad news because it's important for us to establish safeguards and, with state oversight, there is more accountability. But I say bad news because no private business likes to be told what to do and because, right now, there is the possibility of having 50 or more different standards of care. I am hoping we can achieve a national cyber liability standard for agencies.
RESOURCE: ACT Cyber Guide 2.0
Customer Experience, I would say, has also experienced a dramatic change since I came on board, and ACT has been providing important resources—free resources—to help members plan and respond to new customer demands. We no longer dictate how the transaction is going to happen - the consumer does. And it's very digital. As we look at the buying and service demands, ACT is helping us all understand how technology can meet those requirements. ACT is looking forward, pointing to avenues we can explore to stay relevant and competitive, and setting the bar for quality and best practices. We don't always have to play defense.
RESOURCE: ACT CX Planning Website
ACT News: Any particular challenges that stand out to you?
Jay: Yes. Broadening our base. The knowledge and resources ACT provides are totally free, and there are many ways to leverage those resources. Once people walk in the door, they really latch on. We are truly a hidden gem; our challenge is to get the word out, and not be so 'hidden'. We use state association meetings, our twice-yearly meetings and different user groups to help agents know we are here and are part of their Big “I" membership value. But with all the noise out there, it is hard to be heard. So that's one of our biggest challenges—not getting lost in the sauce.
ACT News: What would you say to the next chair of ACT?
Jay: Be passionate. I wish there were a silver bullet. But I think it is about driving forward, rolling up your sleeves, and just staying at it to help our members leverage technology.
ACT News: What's next for you?
Jay: I have until Sept. 1, 2019 left in my term, but I plan to stay active after that as well. I have been the beneficiary of a tremendous legacy and the help of good former chairs. I intend to follow that example.
ACT News: And how about some advice for Big “I" members and their involvement in ACT?
Jay: We're always looking for people to present themselves as volunteers. It's healthy for the organization to bring in new vitality.
I was attending ACT meetings as a user group leader, and I am also national leader from my state for the Big “I". Because I was already leading these groups, I was approached several years ago by the volunteer leaders from the Big “I" who asked if I would be interested in chairing ACT. I was already pretty well positioned, so I took up the offer.
But you don't have to sign up to lead anything. You can just be an active member. I would say at least sign up for our e-newsletter— ACT News, take a look at our website and use some of ACT's great resources. If you can get more involved, the in-person, twice-yearly meetings are good, and the virtual work groups are really great places to go a little deeper and share your knowledge.
Automation and the emerging digital world are going to impact our lives, our clients and our relationships with carriers. ACT is helping the independent agency channel leverage technology, and the more participation in that work the better.
From the Editor: Along with being ACT Chair, Jay Byrnes is also President of Byrnes Insurance Agency with multiple locations in CT.