Customer Experience Management in Utilities: The Era of Empowered Customers

Organization: American Leaders

Venue: Hilton Baltimore

Location: Baltimore, Maryland, United States

Event Date/Time: Feb 24, 2014 End Date/Time: Feb 25, 2014
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Description

WHY CEM IN UTILITIES?

According to a recent survey conducted by Accenture, only 24% of consumers trust their utility to optimize energy consumption, a decrease of up to nine percentage points from 2012.

Utility companies are redefining their role in consumers’ lives and refocusing on building a base of trust. Each touch-point with the customer is becoming more critical which includes digital & mobile options, and direct transactions to resolve issues in real time.

It is vital for utilities to think about their customer satisfaction investments with a targeted approach to simplify the consumer energy experience, to address the concerns of dissatisfied consumers and to close the expectations gap.

Explore this two-day forum where you can

  • gain actionable insights to help frame the customer journey
  • improve your organization’s customer experience management strategy
  • boost customer satisfaction for continuous success in the evolving energy marketplace

Venue

401 W Pratt St
Baltimore
Maryland
United States
MORE INFO ON THIS VENUE

Organizations

American Leaders