Phoenix with smoke coming off wings Benefits brokers expect the hard lessons of 2020, along with the agility required to react to unprecedented change, will serve them well in the coming year. (Illustration/Animation by Chris Nicholls)

In the early days of the coronavirus outbreak last spring, brokers and other industry leaders speculated about how quickly business would return to normal. That turned out to be wishful thinking. For better or worse, the pandemic has drastically changed everything from office operations to client interaction to marketing strategies.

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