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CS Week Executive Perspectives Video Series engages senior executives on the forefront of today's dynamic utility industry market.

 

CS Week 2015 Executive Perspectives

Executive Perspective | Angela Guillory | CS Week

 

 

MAKE CUSTOMER ENGAGEMENT EASY AT EVERY CONTACT

Angela Guillory, VP, Customer and Market Operations, Oncor Electric delivery

 

Managing 90 million transactions annually, Oncor set a lofty goal: To become a trusted advisor for their customers. After seven years as the "delivery" arm of the company, leaders chose to not only re-establish their relationship with their customers, but to add real value.
 

  • Making customer engagement easy at every point of contact;

  • New "journey" to transform the customer outage experience;

  • Reinvigorated outage map to estimate restoration time;

  • Used information to reach out to customers with outage information even before it was reported.


Executive Perspective | Dave Craven | CS Week

 

 

STREAMLINING FOR OPTIMUM CUSTOMER SERVICE

Dave Craven, Director, Customer Care, Union Gas

 

A complete review and overhaul of out-of-date practices before the installation of a new system was so universal that all departments were affected. The utility had a one year window before the implementation to identify strengths and opportunities that would best serve their highly supportive customers.
 

  • New system could be a catalyst for everything to do with planning and dispatch;

  • Teams consolidated their planning to document processes and training;

  • Planners and dispatchers worked in the same office as they prioritized and reprioritized;

  • Vendors invited to work as partners with project managers, IT and process coordinators;

  • Smooth transition. Details worked so well that even dog bites dropped by 90 percent.


Executive Perspective | Greg Dunlap | CS Week

 

 

THE VOICE OF THE CUSTOMER

Greg Dunlap, VP, Customer Service, PSEG

 

As utilities realize that they have "customers" instead of "meters" or "rate payers," it is critical to engage and listen to their key concerns and drivers. Customers are asking utilities for different channels of communication as well, including social media. And they want that communication not in the aggregate but as individuals. PSEG communicates the changes with their employees, recognizing that they are involved in the new conversations.
 

  • Whose responsibility is it to meet customer needs?

  • How does the utility become customer-centric?

  • Help employees understand the journey customers go through to get their power.


Executive Perspective | Jane French | CS Week

 

 

USING TECHNOLOGY TO ENHANCE CUSTOMER SERVICE

Jane French, Director, Customer Operations, EPCOR Water US

 

EPCOR Water US provides water and wastewater services to more than 200,000 customers in Arizona and New Mexico. The utility has strategically aligned its technology for communication with customers to deliver or connect in their preferred format.

 

  • Small utility but committed to being tops in customer engagement;

  • Develop enhancements to better serve customers;

  • Transform the customer outage experience to deliver WOW moments;

  • Strategically align technology with information to customers on the importance of saving water;

  • Provide CSRs with current information to respond to customer questions.


Executive Perspective | James Riley | CS Week

 

 

STRATEGIES TO MANAGE CHANGING CUSTOMER EXPECTATIONS

James Riley, Chief Strategy Officer, Vertex

 

Knowing your customers is the first step in delivering a first-class customer experience.

At a time when customer's expectations of their utility are changing rapidly, how can utilities stay ahead of those expectations?
 

  • Listen carefully to the voice of the customer;
  • Predict and influence individual customer behaviors;
  • Deliver a seamless experience across channels;
  • Turn call center agents into multichannel agents.