Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping. For Jeffrey, all channels can serve to delight the customer, transform behavior, and result in positive outcomes for both the customer and the organization. When he isn’t evangelizing customer experience, working on a consulting project, or writing an article, Jeffrey is dissecting the latest technology. He holds a BAS in communication and French from the University of Colorado and is a Certified Customer Experience Professional (CCXP).
Content by this author
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We’ll continue to make updates, and we encourage you to send us your definitions. We’re all better off when we’re speaking the same language!
To best serve low- and moderate-income (LMI) customers, we need to understand them at a granular level and remember that they’re humans. Here we share our three-step process for improving how you’re connecting with LMI customers and enhancing their customer experience.
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.
It’s time for utilities to start planning for business post-COVID-19. You’ve already responded quickly to the COVID-19 crisis, and are continually promising the safe distribution of electricity, natural gas, and water into customers’ homes and businesses. But what should you do now?
How should you prepare for the impacts of coronavirus on your call center, your credit and collections policies, and your external communications? You’re used to helping people prepare for disasters, and you’ve seen customer satisfaction improve. Coronavirus is no different. You need to have a plan.