We talked to Stephanie Shields,  senior vice president of Broker Sales at Aflac, about the pandemic’s impact on the industry, trends to watch for in the next few years, the role of brokers in our new environment, and ways to make the industry more diverse. 

1. In your opinion, what are the top areas of focus for our industry in 2021 and beyond?

One area the pandemic has emphasized and accelerated is the need for a strong digital experience for businesses and employees. That makes finding the right technology partners vital for benefits administration, including enrollment, policy management, payroll deductions, customer support and claims processing. Brokers want to work with carriers that will help provide clients with a seamless online experience, as well as help alleviate adding even more to the full plates HR managers already have.

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