Customer Experience is a Team Effort: A Discussion with Forrester Research and State Farm Insurance
Experience 21 Session On-Demand
You may want to move your customer experience (CX) program along quickly, but it is important to pause before you start and to move with intention. The key is knowing what questions to ask in the beginning: How will we measure success? How granular do we want to go? Learn how to take time up front, go a little slower and deliver a more impactful program. Listen to how State Farm got everyone in the company to play a part to understanding and creating a great customer experience.
Faith Adams, Senior Analyst, Forrester Research
Priscilla Escobar, State Farm, Vice President
Laurel Straub, State Farm, Assistant Vice President, Strategic Resources
Mahesh Chandrappa, State Farm, Assistant Vice President, Digital – Analytics, Transformation