The 2020 Vision – Are Your Team’s Business Skills Ready?


In 2017, the word “disruption” became part of our daily lexicon. Whether it builds fear or intrigue, “disruption” certainly creates an awareness that change is constant.

We try to envision what the new insurance agency will look like and how automation and rapid advancements in technology will impact the skills needed for the new agency service team of the future. We can benchmark these off the universal predictions of the top 10 skills needed for jobs in 2020… only two years away! 

According to the World Economic Forum, here are the most important job skills for 2010.

  1. Complex Problem Solving
  2. Critical Thinking
  3. Creativity
  4. People Management
  5. Coordinating with Others
  6. Emotional Intelligence
  7. Judgement and Decision Making
  8. Service Orientation
  9. Negotiation
  10. Cognitive Flexibility

We know for certain that technology will bring tremendous productivity to business.  Although, there will be situations that require human-to-human dialogue. The first five seconds of an exchange, such as a conversation with a customer, can make a lasting impression.

Get ready! It’s valuable for you and your team to begin developing the skills listed above. Pick two of these skills you want to focus on for 2018 and set them as learning goals. Provide opportunities for you and your team to practice and apply these skills.

Visit IIAT’s  Customer Service Training Page to access proven business skills training that you can use for skill gap or growth training. Learn more.

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