SESSION 7

Abstract: Without customers, organizations would be pointless. It therefore follows that the customer experience (and concerns) should be central to all an organization is, does and becomes. Electric utilities are no exception, sitting at the perfect collision of changing workforce engagement, triple bottom-line accounting (people, profit, planet) and transformative technology, there has never been a more ideal time re-examine the entire organization through a CX lens. During this session, we will examine a framework for aligning the most crucial concerns of major internal and external stakeholders to the customer experience.

Moderator: Alana Raymond, Marketing and Member Services Manager, CARILEC