Orchestration of the Customer Experience: From Philosophy to Reality; we have seen ‘Kaizen’ aka Continuous Improvement becoming the norm, across businessesPosted to TMG Consulting
image credit: TMG
- Sep 9, 2020
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Date: Sep 25, 2020
Time: 3:00 PM EDT
Among all the conversations around how businesses respond to the sudden avalanche of challenges, one that has stood out prominently is how businesses need to act on this unique opportunity to build stronger relationships with customers. And for one thing, what we experienced the past few months, has highlighted the importance of digital self-service channels, which in some cases took shape of, accelerated the deployment of new channels or improvement of existing ones. Bottom line, it forced a rethinking of what customer care means.
In this current ‘Reopening’ phase, utilities are managing the uncertainty but now they have the lessons and experience of agile innovation; of how leading with digital self-service can reduce their cost to serve; of how keeping a real-time pulse on changing customer preferences and rapidly innovating is critical to business resilience.
Case in point, with contact center agents transitioned to the work-from-home model, customers sometimes face long phone queues- a red flag in service delivery but a green signal in the search of new alternative-fast modes of engagement. Here’s where platforms such as Smart Customer Mobile (SCM) by Smart Energy Water, powered by advanced AI/ML analytics, provide a robust alternative to utilities and their customers.
Customer experience has taken on a new definition and dimension. For utilities, this means a fresh emphasis on digital channels, customer self-service and proactive communication.
In this webinar, we will discuss some of the key considerations taken by Utilities while formulating a strategy for its ‘Self-Service’ initiative. Hear leaders from SouthWest Gas and SEW on their experience and development of an optimal implementation plan to build a sustainable self-service portal and the customer response towards this initiative.