State Farm announced on May 8 that it is moving forward with efforts to become a “Next Gen Good Neighbor” by transforming its technology and customer experience. Joe Park, Executive Vice President and Chief Digital & Information Officer, said the company is focused on adapting to evolving customer expectations and building for the future.
Park said State Farm’s goal is to ensure every customer interaction is faster, simpler, and more personal than before. “The expectations and lifestyles of our customers are evolving faster today than at any point in State Farm’s history—and with that, what it means to truly serve them is evolving as well,” Park said. He added that the company listens closely to how customers live, connect, and make decisions.
During a visit to an agent’s office in Dallas, Texas, Park observed both the strengths of personal service and challenges posed by disconnected systems. “Our people are delivering what customers need. Our technology must do more to support them,” he said. He described current issues such as too many disconnected tools leading agents to spend excessive time finding information instead of helping customers.
To address these problems, State Farm plans to unify its systems so agents can provide more personalized advice across all services while employees spend less time navigating software. Park emphasized the role of artificial intelligence: “AI is one of the most powerful tools we’ve ever had, but only when applied thoughtfully.” He noted that technology should work alongside human expertise: “Not Human or Digital. Human + Digital, working together.” The company’s aim is for seamless integration between digital tools like mobile apps and direct interactions with agents.
Park pointed out previous technological advancements such as Drive Safe & Save telematics programs and early adoption of mobile apps for policy management as examples of using technology when it improves experiences for customers. He stressed that empathy from staff remains central even as digital solutions expand: “That combination of Human + Digital is what sets us apart: technology enables speed and simplicity, and our people bring the judgment and care that earn customer trust.”
