Podcast: Farmers Insurance On How Technology Can Elevate The CX

Technology should enhance the ability to be a trusted advisor.

Seth Adler
Posted: 09/18/2017

CCW Digital's new Special Report: Future of CX Employees reveals that the rise of technology is really the rise of employees.

In a recent podcast, Farmers Insurance VP Rod Johnson seems to concur with that philosophy.

He discusses the importance of adding a technology layer to the customer experience journey.  This is not to replace agents or de-emphasize the idea of a "connection" but to meet an ongoing consumer demand for enhanced self-service.

It, in fact, helps agents -- it gives them access to more information about customers, while also freeing up their time to focus on more meaningful connections with customers.

The value proposition remains to be a trusted advisor…Rod’s just adding tools.

Listen below!

Seth Adler
Posted: 09/18/2017

Call Center Banner Stats


Dusit Thani, Dubai, United Arab Emirates
October 22 - 24, 2017
Renaissance Boston Waterfront Hotel, Boston, MA, United States
November 06 - 09, 2017
Hotel Colonnade Coral Gables, Coral Gables, FL, United States
November 12 - 14, 2017