“You had me at Hello” Building a Culture of Employee Driven Customer Experience
Mike Broemeling, Director Customer and Shared Services, Avista Utilities
Wendy Crane, Manager, Billing and Credit Operations, NV Energy
David Davis, Manager of Inclusion, HR and Inclusion, Sacramento Municipal Utility District
Enhancing the Customer Experience by Recognizing the “Hallmark Moments”
“On the Same Page” – Bridging the Gap Between Call Center + Operations
John Thurmond, Director of Customer Interaction, NorthWestern Energy
Mark Mueller, Manager, Customer Service, Ameren Missouri
Focusing on the Customer Experience without Traditional Metrics
Stuck on You: Preparation for the Call Center of the Future