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Webinar Recording

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.

Featured Speakers:

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

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Your Official Guide to Personalizing Customer Experiences
Personalizing experiences has quickly risen as a top priority for organizations to increase customer loyalty and retention. Achieving this, however, remains a challenge. In fact, only 24% of CX practitioners rate their efforts as highly personalized. Much of the challenge…