Executive Q&A with Patty Gaumond, VP of Enterprise Internet Solutions

Patty Gaumond is one of our featured keynote speakers at Forrester's Consumer Forum next week in Chicago. As Vice President of Enterprise Internet Solutions at State Farm Insurance, Patty is responsible for creating the digital experience for consumers, including online, social, and mobile capabilities, and the associate-facing intranet. This includes the launch of the firm's cutting edge Pocket Agent iPhone application back in 2009.  

At our forum, Patty will elaborate on how the firm, in a traditionally non-digital product category, is creating new digital product experiences to engage their customers beyond just the claims experience. I'm very eager to hear her presentation, and to understand more about State Farm's overall efforts to create an ongoing, interactive, and digital relationship with their customers.

In the meantime, I do want to share with you some of Patty's thoughts in response to some questions we asked her about the firm's digital transformation, their use of emerging touchpoints such as mobile and tablets, the services they are offering, and how they are managing this change. I hope to see you in Chicago next week. Patty is on the main stage at 10:25 a.m. on Oct. 28th!

How would you describe State Farms’ digital transformation?

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Consumer Forum 2011: Preview of Forrester keynotes

Late last night, James McQuivey and Brian Walker performed dry runs of their upcoming keynotes for Forrester's Consumer Forum 2011 (#FCF11). I'm so excited for all of you to see these presentations and to hear the key concepts and advice both will share in Chicago Oct. 27-28!

James will prove to you why digital disruption is accelerating, how to assess your company's susceptibility to digital disruption, and what you need to do to go on the offensive to become a disruptor; building the total product experiences your customers expect in the age of the customer. I encourage you to watch this quick video of James previewing the main themes and content for his speech (4 minutes).

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Executive Q&A with Sona Chawla, President e-Commerce, Walgreens

I'm thrilled that Sona Chawla will be a keynote speaker at Forrester's Consumer Forum in just over three weeks! As the President of e-Commerce, Sona oversees operations and leads the team responsible for building the sales, service and customer experience of Walgreens.com and drugstore.com (acquired in June 2011). This includes driving store traffic through the Web, growing online profitability, and the development of new product and service offerings via emerging digital touchpoints such as mobile.

Earlier today, Sona provided me with a sneak peek of her upcoming presentation for our forum "110 Years Of Agility: Continuing Our Evolution To Meet Customer Demands" and all I can say is that it's not to be missed! I don't want to reveal too much and spoil it, but Sona will touch on the dynamic forces at play within healthcare and retail that are driving Walgreens' digital transformation, the framework they are utilizing to enable that transformation, and finally what Walgreens sees for the future. And of course throughout the discussion Sona will have key lessons learned and advice for firms across industries going through similar transformations.

I do however want to share with you Sona's responses to some questions we asked her in advance of the event. Her thoughts demonstrate the growing importance (and let's not forget the financial benefits) of serving customers across touchpoints with innovative, digital products and services.

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