Farmer’s Insurance SVP: “Customers want more control”
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In this in-depth podcast interview, the SVP of Service Operations discusses customers’ interactions with agents in person, on phones and digitally
EPISODE OVERVIEW:
Rod Johnson, Senior Vice President of Service Operations at Farmer’s Insurance, joins CX Network podcast theatre host Seth Adler in this week’s episode.
Johnson says that he’s responsible for service related to customers’ interactions with agents in person, on phones and digitally. The technology that he and his team are building has to address that fact that the brand has to be more cognisant of the fact that the customer wants more of the relationship.
"Customers want more control and self-service, so the technology we're building has to address that."
With an army of 48,000 agents that the customer could rely on for 89 years, the brand realises 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, Johnson’s just adding tools.
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