Being a Next Gen Good Neighbor, Building for the Future
Technology that strengthens human connections and enhances the customer experience.
By Joe Park, Executive Vice President and Chief Digital & Information Officer
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. To meet them where they are and continue building for the future, we are moving with urgency to become a Next Gen Good Neighbor.
Yesterday, our President & CEO Jon Farney shared more about this shift and what it means for State Farm.
My focus is how technology will accelerate our people’s ability to be a Next Gen Good Neighbor.
The customer-first mindset has defined State Farm for more than 100 years, and it will continue to define our future. We are listening closely to how our customers live, connect, and make decisions. Their needs are more complex. Our focus is on protecting what matters to them today, anticipating what they will need next, and building toward it. That's what “future-ready” means to us: ready for what’s coming, while maintaining the high standard of care and service our customers have always counted on.
During one of my first visits to a State Farm agent’s office in Dallas, TX, I watched an agent sit down with a customer and take the time to truly understand what they needed. They asked thoughtful questions, explained options, and made sure the customer felt seen and heard.
That’s what being a good neighbor looks like.
But at the same time, I watched that agent navigate screen after screen to piece together a full picture of the customer—pulling information from different systems, working harder than they should have to.
That moment was a clear signal: our fundamental commitment to serving communities stands strong. Our people are delivering what customers need. Our technology must do more to support them.
We have a systems problem. Too many disconnected tools. Too much time spent finding information instead of helping customers.
So, we are changing that.
From the agent who knows your family to the claim handler who picks up the phone after a hard day, we are building technology and creating new tools to strengthen human connections.
Technology that does the searching, so our people can do the helping.
This is central to being an Agent or Employee of the Future.
Agents will be equipped to provide more personalized advice, build deeper relationships, and guide customers across auto, home, life, and financial services. Employees will spend less time navigating systems and more time applying judgment, empathy, and expertise in the moments that matter most. The role of technology is to make that possible.
Our customers are clear about what they want. They want things to be easy. Sometimes that means handling things through the app, and other times it means speaking with someone they trust. Both need to work seamlessly.
Picture this: A customer starts a claim in the mobile app, and at the same moment the claims representative has everything needed to move forward—no chasing information. And if the customer calls, the agent sees the same complete, up-to-date view. This is just one example of the many connections we will improve as we transform our approach to technology and build a unified insurance platform.
That's what we’re building: one connected experience, where technology and people each do what they do best.
Our goal is simple, even if the work isn't: Every customer interaction with State Farm should be faster, simpler, and more personal than it is today. We are aiming high and moving with urgency.
This transformation starts with getting the fundamentals right:
- Bringing our data together so it’s consistent and usable.
- Connecting systems so work flows without friction.
- Applying AI where it meaningfully improves the experience.
Not Human or Digital. Human + Digital, working together.
AI is one of the most powerful tools we've ever had, but only when applied thoughtfully. It should operate within the flow of work to help make decisions, move tasks forward, and reduce friction.
When we get that right, our people gain more time to do what matters most: engage with customers, ask better questions, and show up in ways that build trust.
We're working with leading tech partners to bring these capabilities forward. Our standard is consistent: thoughtful application with human oversight and clear accountability.
Across my career, one principle has held true: technology earns its place when it makes the experience better for the people on the receiving end. That is the same principle that always has guided State Farm.
We’ve done this before.
Drive Safe & Save introduced telematics to align price to how people drive, so safe drivers benefit from better information. And the State Farm mobile app gave customers a meaningful way to manage policies and file claims well before it became standard in the industry.
That approach has not changed. Use technology when it improves the experience. Don't use it when it doesn't.
The question I always come back to: Does this help us serve customers better? Everything else follows from that.
Our people remain central.
State Farm has been a good neighbor for more than 100 years. Next Gen Good Neighbor defines what that means for the next 100. We will continue to show up with the same values, customer-first, and ready for what's next.
Empathy when someone calls after the worst day of their life. The knowledge that comes from knowing a family for fifteen years. The accountability to follow through. The teams of people behind the brand who show up when it matters.
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.
What we’re building now brings those strengths together in new ways—raising the standard for how we serve, so we can continue earning that trust into the future.
This is how we define what it means to be a Next Gen Good Neighbor. This is how we make it real.
Joe Park is Executive Vice President and Chief Digital & Information Officer at State Farm. Before joining State Farm, he was Chief Digital and Technology Officer and President of Byte by Yum! at Yum! Brands.
About State Farm:
For over 100 years, the mission of State Farm has been to help people manage the risks of everyday life, recover from the unexpected and realize their dreams. State Farm Mutual Automobile Insurance Company and its affiliates are the largest providers of auto and home insurance combined in the United States. Its more than 19,200 agent offices and over 62,000 employees serve over 96 million policies and accounts – including auto, fire, life, health, commercial policies and financial services accounts. Commercial auto insurance, along with coverage for renters, business owners, boats and motorcycles, is also available. State Farm Mutual Automobile Insurance Company is the parent of the State Farm family of companies. State Farm is ranked No. 32 on the 2025 Fortune 500 list of largest companies. For more information, please visit http://www.statefarm.com.