Podcast: Farmers Insurance On How Technology Can Elevate The CX
Technology should enhance the ability to be a trusted advisor.
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.