Sep 14, 2017
Recorded at CCW, Rod Johnson joins us and shares that he runs service operations for Farmer’s Insurance. He says that he’s responsible for service related to customers interaction with agents in person on the phones and digitally. The technology that Rod and his team is building has to address that fact that the brand has to be more cognizant of the fact that the customer wants more of the relationship. With an army of 48,000 agents that the customer could rely on for 89 years, the brand realizes that the customer now wants an additional digital layer to offer self support which supports the personal service provided in-person. The value proposition remains to be a trusted advisor…Rod’s just adding tools.