Dexter Johnson

Head of Customer Experience
Farmers Insurance

Mr. Johnson has been with Farmers for 11 years including eight in personal lines product management. For the past three years he has been engaged in customer experience roles driving significant improvement in customer experience, loyalty and retention. He is currently the Farmers Head of Enterprise Customer Experience.

Prior to joining Farmers, Mr. Johnson was a management consultant with McKinsey & Co, USA. He holds a PhD in engineering (aerospace) from University of Cambridge and a BEng in aeronautics and astronautics from Southampton University, both in the UK

Check out the incredible speaker line-up to see who will be joining Dexter.

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Your CX Roadmap

Sunday, September 3rd, 2017

09:05 Keynote: Navigating The CX Improvement Journey

Organizations that skillfully master the end-to-end customer experience can reap enormous rewards from increased customer loyalty and revenue and enhanced employee engagement. To achieve these benefits you need sustained execution against a portfolio of CX activities that advance your culture, improve everyday customer interactions and develop and deploy new CX capabilities. Find out how Farmers Insurance is navigating the CX improvement journey:
• Executing on an improvement strategy and road map tailored to your situation
• Developing a strong, sustainable customer-centric culture
• Continuously improving how you use feedback to listen, understand and respond to customers
• Growing and maintaining organization momentum