Utility Partner:-General Session- Transforming the Customer Journey
With more than a dozen J.D. Power awards to its credit, Salt River Project is synonymous with excellence in customer satisfaction. That commitment starts at the top. This keynote presentation will provide executive insights into how to successfully transform the customer journey through innovation, people, process, and technology. Learn best practices on how to increase customer satisfaction and transition beyond the role of utility provider to trusted energy advisor.
Presenter: Michael Lowe, Deputy General Manager, Salt River Project
Customer Experience and Field Employees
LG&E and KU believes that ensuring a positive customer experience is not just the responsibility of customer service personnel, but all employees and business partners. Several years ago, the company created a customer experience training program for field employees to highlight how their actions affect the customer experience. Since the program’s launch, complaints have decreased and customer satisfaction has increased.
Presenter: Tim Melton – Manager Customer Commitment, LG&E and KU
Simplicity is Key: Embracing Zero-Platform Engagement in a Multi-Channel World
As utility customer communication channels continue to face digital disruption, it’s no longer enough to try and keep pace through a traditional omni-channel approach. To harness the multitude of available channels—mobile, desktop, SMS, social media—while remaining agile and responsive, utilities need to evolve to a “zero-platform” model of customer engagement, which focuses on creating a seamless experience that empowers customers to interact with the company when, where and how the customer wants.
ComEd’s Jennifer Montague will elaborate on how utilities can embrace this shift to a “zero-platform” mindset, and how it can help utilities surprise and delight customers through the use of new technology such as wearables, augmented/virtual reality and other mobile devices.
Presenter: Jennifer Montague – Director, Business Strategy and Technology, ComEd