Customer expectations are quickly evolving from merely wanting satisfying service to being served by a utility with clear dedication to it’s role in the world and a focus on the customers and communities it serves. To succeed in the future, utilities need to be laser focused on superior customer engagement by demonstrating it’s dedication to service innovation and how it adds value locally and globally. This webinar will begin a discussion to chart a course to strong customer engagement through understanding what customers expect from their utility and how utilities should respond.

What is in the webinar?

Escalent's Chris Oberle was joined by Barbara Porter and Simon Watson, Managing Directors of Business Transformation at EY, to chart a course to strong utility customer engagement.

They review:

Customer expectations of utilities and how they've changed over time, including customer engagement KPIs
How digital experiences build strong utility brands and financial value
The ROI of building customer engagement and enhanced product adoption
How world-class utilities have operationalized customer engagement
Trends in customer service and how high customer engagement and technology adoption impacts call centers
How to leverage customer engagement to drive customer lifetime value and uncover innovative product and service opportunities

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Chris Oberle

SENIOR VICE PRESIDENT
Escalent, Cogent Syndicated

Chris has advised utility managements for over 2 decades and helps energy clients build customer relationships through strengthening service, brand, and product experiences.

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Barbara Porter

MANAGING DIRECTOR
EY, Business Transformation

Barbara leads the Customer Service group and works with utility chief customer officers and customer experience executives as a trusted advisor. She works closely with teams to optimize and streamline customer service operations and product and service growth strategies to accelerate growth and performance.

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Simon Watson