The Future of Culture for Independent Agencies

Future of Agency Culture

Building a thriving workplace culture is key for long-term agency success.

Studies have shown that companies with positive work cultures are more productive, achieve better financial results, have lower employee turnover and are better able to innovate.

Over the last year and a half, workplace cultures have had to adapt. As employees shifted to working remotely during COVID-19, the boundaries between work and personal life blurred. In a time of hardship and challenges, companies had more open conversations about employee well-being and mental health. And without the natural gathering spaces of the office, companies had to get creative about how to continue building connections and trust in the workplace.

All of this highlighted some important aspects of healthy company cultures – aspects that smart agencies will continue to focus on in the future. To thrive in the future, companies need to create human-centered workplaces that encourage flexibility, empathy and inclusion for all employees.

Keep reading in this section for agent stories, advice and resources to help you foster a great culture that will help your agency succeed.

Workplaces are becoming more human

of HR leaders agree managers must lead with empathy in the hybrid environment (Gartner)
of workers strongly believe their employer is responsible for helping them become net better off (Accenture)
of employees would consider quitting their current position for a job that focused more on employees’ mental health (TELUS International)
of people say they’re more likely to be their full, authentic selves at work compared to one year ago (Microsoft)
The Future of Culture in the IA Channel 1

After a strange and difficult year, it’s more important than ever before for business owners to care for our employees and lead with empathy

If you take care of your people, your people take care of the clients. They take care of the business.

Ashley Whitney
President, Harbor/Brenn Insurance Agencies

More Companies are Focusing on Diversity and Inclusion 

The U.S. workforce is becoming more diverse, and the last few years have brought about a larger push for diversity, equity and inclusion (DEI) in workplaces.

The case for DEI is clear. Building inclusive cultures can help companies attract and keep employees. According to The Harris Poll, 8 in 10 Americans say they expect a company’s leadership to support racial equality.

McKinsey research found that companies with greater gender and ethnic diversity outperform their less diverse counterparts. In fact, companies in the top quartile for ethnic and cultural diversity outperformed those in the bottom quarter by 36% in profitability.

Diversity is essential

of job seekers say that a diverse workforce is an important factor when evaluating job offers (Glassdoor)

Studies show that companies with more diverse workforces are better positioned to:

  • Outperform less diverse companies in profitability
  • Enter new markets
  • Understand client needs
  • Innovate
Future of Agency Culture 1

DEI is about all of us, all of the differences and similarities that make us who we are. Everyone is included in DEI work.

As the global population and workforce becomes more diverse, DEI work can help build trust among teams as people learn to recognize and value the different backgrounds and perspectives their co-workers bring to the table. It can also help companies reach more people and better connect with a diverse customer base.


Dawn Frazier-Bohnert
Executive Vice President and Chief Global Diversity, Equity & Inclusion Officer, Liberty Mutual Insurance

Learn 9 Skills To Help Create More Inclusion

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Click through to the next section to learn about how remote and hybrid setups are changing the nature of the office.