By Allison Herdic, Industry Researcher –
Across North America, utilities are at varying stages of developing new digital strategies, with many taking a continuous improvement approach. Do you know where your utility fits into the mix, or what others in the industry are doing to meet or surpass customers’ expectations via web, mobile, text and social media?
Once again, Chartwell has assembled a content-rich agenda for attendees of its 2017 EMACS – The Customer Experience Conference. Forward-thinking speakers and plentiful networking opportunities allow participants to not only learn the latest industry trends, but also leave with valuable contacts at peer organizations. Recognizing the importance of digitally based customer care, Chartwell has ensured its 2017 event provides knowledgeable insights on the most important aspects of this topic.
For example, through broad and integrated marketing, Southern California Edison (SCE) continues to increase residential and commercial customer use of its online account services for functions such as bill payment. The utility is also striving to educate customers about new home automation technology and provide energy management programs and tools. Linda Malek, senior marketing manager at SCE, will share at EMACS how one of the nation’s largest electric utilities is increasing its digital outreach efforts to reduce its cost to serve while increasing customer satisfaction.
For social media-minded participants, Daniel Séguin, manager of media and public affairs at Hydro Ottawa, will deliver an enlightening presentation on his utility’s video integration across numerous social media platforms. Daniel will share Hydro Ottawa’s best practices on visual storytelling and re-energizing its brand during outages. Attendees will have the opportunity to further explore the importance of extending reach beyond their utility’s social media followers.
Salt River Project’s (SRP) Director of Emerging Customer Technology Glen Traasdahl will reveal his utility’s journey toward digital self-service expansion from strategy to implementation during an EMACS breakout session. Glen’s presentation will delve into his utility’s journey toward magnifying digital self-service and showcase significant milestones including SRP’s responsive design website refresh, mobile application launches and future plans.
Attendees looking to learn more about “zero-platform” model of customer engagement can plan to attend a session featuring Jennifer Montague, director of Business Strategy and Technology at ComEd. To harness the multitude of available channels—mobile, desktop, SMS, social media—while remaining agile and responsive, Montague asserts utilities need to focus on creating a seamless experience that empowers customers to interact with the company when, where and how they prefer.
And, to provide cross-industry insights, Eight by Eight Chief Executive Officer Amy Africa will detail her experiences with helping organizations chart their digital futures. Amy has served at the forefront of Web usability studies and ecommerce optimization for more than 15 years.
We sincerely hope you will join us for discussions on digital engagement and many other pertinent customer-facing topics at EMACS – The Customer Experience Conference in beautiful Phoenix, Ariz. And, if you need just one more reason to place this important industry event on your calendar now, attendees will receive a $100 registration discount until Sept. 15.
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