Good Customer Experience Goes Hand in Hand with Reducing Cyber Risk
Dave Craven, Director, Customer Care, Union Gas
With 30 years' combined customer service and operations background, Craven appreciates changing customer expectations and the need for a solid, repeatable utility customer experience. He recognizes two fundamentals: customers are cost/price conscious, and they want to self-serve in the format they select. Building on these realities, Craven and his team have identified four initiatives that focus on:
- Multi-modal communications;
- Website changes that enable customers to interact more easily;
- Using employee ideas to streamline operations; and
- Finding ways to transition customer correspondence away from paper that also reduces postage fees.
Enmeshed in these customer experience initiatives are the realities of cyber security. Craven lays out tangible ways utilities can reduce their risk of viruses, identity and data theft, phishing campaigns and unauthorized access. He describes ongoing penetration tests, strong passwords, two point authentication processes and Union Gas’s portal for third party agencies to upload documents to a tertiary server as ways utilities are reducing cyber risk while still maintaining an optimal CX.