Winners of the 2020 Achievements in Customer and Employee Experience
September 10, 2020 | 10:00 am - 11:30 am EST
Join us to celebrate the winners of the 2020 E Source Achievements in Customer and Employee Experience awards. In this web conference, the winners will showcase their great work in improving the customer experience (CX) or employee experience at their utilities. You’ll have the opportunity to learn how each winning utility implemented its projects and ask questions along the way. See firsthand how your peers are delivering exceptional service to their customers and creating a workplace where employees are invested in CX.
We’ll highlight the selected winners in two categories:
Achievements in Customer Experience. This celebrates excellence in utility CX management, highlighting tactics and excellence that enhance the customer experience across key journeys such as billing, payment, web and mobile experience, start and stop service, new construction, community interaction and services, and outage management and communications. Our winners in this category include:
- Con Edison for its customer outage and analytics dashboard project
- American Electric Power (AEP) for its two-way payment arrangement text message project
Achievements in Employee Experience. This celebrates innovative methods in employee engagement that result in a favorable CX. This award highlights utilities that are working hard to engage, enable, educate, empower, and reward employees to provide exceptional customer service. Our winners in this category include:
- Hydro-Québec for its contact center customer experience evolution program
- NIPSCO for its Your Energy, Your Future employee communications plan
Speakers:
Jodi Cannon, Director Customer Insights and Strategy, AEP
Trish Tierney, Customer Channel Product Manager, AEP
Di Soares, Senior Specialist, Outage Communications Journey Mapping, Con Edison
Vinny Lou, Project Specialist, Outage Communications Journey Mapping Lead, Con Edison
David Paquin, Team Manager, Customer Approach Evolution, Hydro- Québec
Jonathan Beaulieu, Manager, Operational Evolution, Hydro-Québec
Tara McElmurry, Communications Lead, NIPSCO
Moderators:
Aleana Reeves, Vice President, Customer Engagement Solutions, E Source
Lisa Schulte, Senior Analyst, Customer Engagement Solutions, E Source
Who should attend:
Any E Source utility member interested in innovative ideas for improving the customer experience and employee experience at their utility.
For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).