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Watch the full episode on YouTube: HERE

What’s in this episode:
The biggest threat to your agency isn’t price—it's the fact that your customers now expect Amazon-level communication and Disney-level experience. In this episode, Courtney breaks down how AI is becoming the single most powerful tool for increasing retention, tightening up your service process, and eliminating the follow-up failures that cost agents money every month. If you want to deliver faster service, win more policies per household, and build an agency that clients never want to leave, this episode shows you exactly what to implement.

[00:00] Why customers compare you to Amazon, Netflix, and Disney
[01:00] The real reason clients leave your agency
[01:45] How AI creates instant, personal, automated experiences
[02:30] Using recommendation AI to increase PPH
[03:00] Decision AI: flagging customers at risk before they leave
[03:40] Vision AI in claims and why speed = loyalty
[04:20] Why empathy (not AI) is still your competitive advantage
[05:00] How to build a retention system using automation
[06:00] Your assignment: upgrade your customer journey with AI
[06:45] Final thoughts on preparing for 2026 and staying ahead of the curve
[07:10] Why your time and attention are your greatest assets

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