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Tuesday, October 7 • 10:30am - 11:30am
Case Study: Owning the Digital Experience - A Fortune 50 Company's Insourcing Journey

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A Fortune 50 Company's Insourcing Journey  As the number one auto insurer, State Farm has an obligation to its millions of policyholders to provide extraordinary customer service across multiple channels. The digital channel has experienced exponential growth in recent years, and State Farm decided it was time to own the digital experience rather than rely on various agencies to create that experience. Since outsourcing digital experience design had been the pattern for years, it was necessary to start from scratch. The digital effort had no resources, no tools, and not even a place to sit. This case study provides an overview of the journey, from what motivated the decision to selection of a location, and the vendor knowledge transfer. The journey taught many lessons about people, space, and operations that others may find useful when beginning a journey of their own.

Speakers
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Bruce Evans

Director - Integrated Solutions Department, State Farm
While Bruce spent his 23 year State Farm career working in Purchasing and Distribution, P&C Claims in the Fire Estimatics area and in state Farm’s digital space. Bruce assumed his current position in February of 2013. As technology at State Farm has evolved, he has held a variety of responsibilities relating to the Strategy and Innovation areas as well as customer facing mobile work. He currently oversees the insourcing of digital... Read More →


Tuesday October 7, 2014 10:30am - 11:30am
Room A - 2nd Floor Atlantic Station, 201 17th Street, Atlanta, GA 30363 (at 17th Street and Market Street)

Attendees (42)