The stakes are rising for utilities to meet customer satisfaction targets, accountable at the executive, board, and regulatory levels. Unfortunately, utilities also operate in a dynamic environment and aren’t granted allowances for the various challenges that can derail even the best customer experience (CX) plans.
During this webinar, we’ll share the story of how E Source helped a utility client navigate a massive IT transformation without taking its eyes off its customer satisfaction target. This involved developing a CX roadmap in a rapidly changing environment and forecasting how a multitude of factors will stack up to influence customer satisfaction. Our work addressed the utility’s key question: Are our investments sufficient to meet our customer satisfaction targets?
Join us to hear insights on how to develop a high-impact CX roadmap using an analytics-based approach to forecast how your efforts will affect your customer metrics.
You’ll learn:
- How forecasting can ensure that your CX roadmap is up to the task of achieving your customer satisfaction target
- Ways to incorporate customer and employee perspectives into CX initiatives
- How to model satisfaction and use the results to prioritize initiatives with the greatest boost
Speakers:
Chad Garrett, Managing Director, Management Consulting, E Source
Chris Hilborn, Vice President, Customer Insights and Solutions, Liberty Utilities
Questions about this event? Send us a message.
