Optimizing the Customer Experience

Customer analytics allow utilities to better understand their customers’ preferences, improve the customer experience, and optimize systems and operations within customer business units. This track will focus on how utilities are using data to proactively engage with their customers, anticipate needs, and identify new opportunities.

Target Audience: Professionals responsible for Customer Analytics; Customer Data; Market Research + Analysis; Service + Product Development; Customer Solutions; or Customer Care.

Meet the Optimizing the Customer Experience Program Development Team. Learn more about the Customer + Corporate Symposium.

Wednesday, February 9, 2022

10:45 AM – 12:00 PM
Another Day, Another Crisis. Why Your Customers Aren’t Happy, Your Department is Suffering, and How to Navigate Through It to Deliver a Positive Customer Experience.
Facilitator: Megan Poshka, Customer Service Operations Manager, Idaho Power Company
Moderator: Jennifer Correia, Supervisor, Customer Service, MDU Utilities Group
Speakers: Sean Gatfield, Human Resources Leader, Idaho Power Company
Angie Ozminkowski, Learning & Development Coordinator, Avista Utilities
What comes first? The shaky customer or the shaky rep? Ways for your department to recognize customers expressing crisis fatigue, and how your equally fatigued customer service representative can turn that customer experience around to drive the customer experience home. Sharing the factors that are causing fatigue and strain on our employees and our customers, and how to achieve the best possible outcome when it does not feel viable.

Tuesday, March 8, 2022

10:15 AM – 11:30 AM
How Intelligent Automation Can Boost Customer Experience
Speakers: Cody Fadness, Contact Center Technologies Supervisor, Portland General Electric
Manish Shah, Advisory Director, Customer Service Transformation, KPMG LLP
Sarah Sims, Supervisor, Customer Service, Portland General Electric
Stacey Bailey, Vice President, Chartwell, Inc.
A customer’s last best experience is what they expect, and many utilities have challenges with recruiting, and managing capacity to meet demands, so how can automation fill the gap to enhance and optimize the customer experience? We are going to discuss understanding different customer needs, and supporting our customers in navigating any changes through strategic investments in technology.

1:00 PM – 2:15 PM
Developing a Strong Channel Strategy
Moderator: Sandra Webb, Group Product Owner – Customer Engagement, San Diego Gas & Electric Company
Speakers: Danielle Miller, Manager, San Diego Gas & Electric Company
Joanne Campbell, Sr. Manager, EY
Learn about which customer engagement channels are likely to remain a priority in utilities to maximize customer support considering budget constraints. Hear panelists discuss how utilities can approach determining which channels to support, which to leave behind and whether customer segmentation impacts channel utilization.  Learn about how other utilities are optimizing their customer engagement channels.

Wednesday, March 9, 2022

8:30 AM – 9:45 AM
Accelerate Rate of Change by Leveraging Operational and Voice-of-Customer Data
Speaker: Jennie King, Principal Consultant, Chartwell, Inc.
Harness your data, leverage automation, and show it in real-time
Optimize your voice of customer data, transform it into measurable and actionable outcomes
Visualize your voice of customer data, make it transparent and accessible