“1 slide, 1 beer, and the CEO:” How Jim Harwood kick-started Farm Bureau’s CX program
Qualtrics
SEPTEMBER 17, 2019
Fast forward four years and Jim had transformed Farmers Insurance’s approach to CX and driven up customer retention as a result. Jim’s reticence wasn’t because he doubted the power of CX – his experience at Farmers Insurance proved its impact – but because he knew there’d be challenges ahead.
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