The VertexOne team was eager to participate in the 2021 CS Week in Tampa. While everyone knows the overall attendance was down significantly this year, however, this allowed for more quality time with attendees. For me, this represented my 11th CS Week and have to say was my best in having quality conversations. One theme centered around improvement of the customer experience. As an example, one utility executive mentioned the need to have Uber-like experience that shows drivers location on map as you wait Uber ride, and for their utility customers, they want this type of real-time customer experience showing service technicians that are in-bound for that customer. Also, related to customer experience, the Duke Energy session outlined a new approach when considering updating legacy CIS systems in which they initially focused on the customer experience phase, then worked-in the backend technology for billing. This is a very interesting approach and one that has validity since the utility customer has become accustomed to the new digital customer engagement interface that delivers several new features such selling products (new revenue channels), chat bot for 24X7 connections, and opens all the appropriate communication channels desired by that customer, etc., so when the billing system upgrade is performed - there is very little disruption - if any at all. One of the best CS Week Conferences and we are looking forward to CS Week 2022 in Phoenix!
What takeaways did you get from CS Week?
- Aug 24, 2021 12:20 pm GMT
Last week CS Week was live again for the first time in over a year and 1/2. I am curious to hear from community members who attended if there were any key themes or takeaways discussed at the event.
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