The coronavirus pandemic has pushed contact center leaders to accelerate technology adoption and empower their teams to work remotely. Join this session with State Farm, Salesforce, and Optimizely to learn how contact centers can adapt quickly and successfully in the time of COVID.

1. Empowering agents to provide
service from anywhere: contact
centers in the time of COVID
Mahesh Chandrappa
VP, Digital
STATE FARM
Tom King
Director, Insurance GTM
SALESFORCE
Carl Tsukahara
Chief Marketing Officer
OPTIMIZELY

2. Enable Service from Anywhere
Mahesh Chandrappa, Vice President, Digital

3. The Digital Customer Experience
Our differentiator:
The ability to overlay human
relationships with enhanced
technology.

4. My Mobile Office Native Application

5. Tests to Learn
(Optimization)
Experimentation in Product Management
Discovery
Design
Test/Get
Results
Implement
Winners
Tests to Launch
(Risk Mitigation)

6. Service is a journey….not a department
Tom King
Insurance Go to Market Director
Rethinking Service

7. Human-Centric Service
How to power personal, intelligent, trusted, and inclusive service at scale
Accelerate Service Agent
Productivity
Deliver Seamless
Digital Service
Elevate Every Field
Service Experience
Connect Service Across
Your Business

8. Emerging Service Priorities
Manage a Virtual Workforce
Deflect Call Volume with Self Service
Improve Transparency and Response Times
Connect Service Across Departments
Capture Needs for Personalization
Provide Security, Remain Compliant
Primary Value Drivers
Reduce Expense
Improve NPS

9. Salesforce and COVID-19
Industry Solutions
● High Volume Claims
● COVID-19 Virtual
Bank Solution

10. Tom King
Insurance Go to Market Director
Thank you!

11. Empowering agents to provide
service from anywhere: contact
centers in the time of COVID
Mahesh Chandrappa
VP, Digital
STATE FARM
Tom King
Director, Insurance GTM
SALESFORCE
Carl Tsukahara
Chief Marketing Officer
OPTIMIZELY

12. Thank you for joining us!