Developing a mature voice-of-the-customer program

NOTE: This event has already taken place. See below for event description.

Through the E Source Customer Experience Survey, a study we conduct every two years, we’ve found that utilities are doing a good job collecting feedback from their customers. But many utilities aren’t going beyond that when it comes to their voice-of-the-customer (VOC) programs.

Join us for a candid conversation with your fellow customer experience leaders to share strategies and discuss the top challenges utilities are facing in acting on customer feedback, closing the loop with customers, and sharing insights more broadly across the utility.

This is an E Source exchange. It’s an online conversation where you can share ideas on specific topics with other utility professionals. In this exchange, we’ll bring together utility peers to discuss how to create a successful VOC program.

We’ll cover tactics for improving or implementing the five disciplines of a mature VOC program:

• Listen. Tactics for soliciting customer feedback and gathering customer insights without a survey.
• Analyze. Ways to turn VOC data into insights including recent developments in AI that can aid in this stage.
• Act. How to prioritize and act on these insights to improve the overall customer experience.
• Close the loop. Strategies to respond to customers and show that their feedback is listened to and used in business decisions.
• Share. Ways to share insights across your organization.

Moderators:

Eryc Eyl, Senior Solution Director, Customer Experience, E Source
Lisa Schulte, Product Strategist, Customer Experience, E Source

Questions about this event? Send us a message.