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CS Week 2019 Executive Perspectives

Episode 2

Partners: Austin Energy and Community Agencies Build Successful Customer Assistance Program

Gerardo (Jerry) Galvan, VP, Customer Care Services, Austin Energy

Since Austin was selected as Best Place to Live by U.S. News and World Reports, this central Texas city has experienced rapid growth, with population surging 30% in ten years. That kind of growth is enviable, but more homelessness and an eight-fold spike in low income and financially insecure customers have accompanied it. Austin Energy, with almost 500,000 customers, has responded with a comprehensive, multi-pronged approach. By partnering with 54 not-for-profit community agencies, this utility helps customers beyond intermittent bill assistance. Their program includes on-staff social workers, case management, monthly check-ins and education. Listen as Customer Care Services VP Jerry Galvan highlights Austin’s situation and solution, which was recently recognized as the 2019 winner of CS Week’s Expanding Excellence Award for Innovation in People & Process.

Watch the Video below or listen to the Podcast Episode of Executive Perspectives.

Episode 1

Customer and People Strategies Are Linked at Southern Company Gas

Louise Scott, VP, Customer Experience, Southern Company Gas

What skill sets and aptitudes are progressive utilities trying to hire and retain in their employees? Viewers won’t be surprised by the answers prioritized by Southern Company Gas’s VP, Customer Experience Louise Scott, who identifies three core competencies, some being innate while others can certainly be acquired with time in the utilities culture or honed with experience from other industries. Scott shares how her utility solicits and acts upon voice of the employee, marrying it in fundamental ways with its voice of the customer initiatives. “Our mantra is: Communicate, communicate, communicate… We offer many channels, just like we do with our customers.” Hear how this Atlanta-based gas utility has linked its voices’ initiatives and is supporting them with technological foundations that enable its customer experience transformation.

Watch the Video below or listen to the Podcast Episode of Executive Perspectives.