Executive Perspectives from NiSource and Bidgely on Delivering a Dynamic Customer Experience
NiSource continues to reimagine every aspect of the way it serves customers, working with industry partners to achieve its goal of creating a frictionless, connected digital customer experience. New initiatives under way this year include chat bots and live chat, a mobile app and 24/7 online stop, start or move/transfer service through the website. During this session, senior leaders from NiSource and Bidgely will discuss the best ways to implement new technologies, the importance of collaboration and future challenges facing the industry.
Senior Vice President and Chief Customer Officer, NiSource
Jennifer Montague serves as the senior vice president and chief customer officer for NiSource, a natural gas and electric utility company servicing 3.5 million customers under the NIPSCO and Columbia Gas brands. She is responsible for setting direction and managing a leadership team focused on customer experiences in the areas of Customer Care Centers, Customer Insights and Marketing, Billing & Payments and New Business across seven states. She joined the company as the vice president of communications and external affairs in November 2018. Prior to joining NIPSCO, Jennifer had nearly three decades of customer operations, branding, communications and marketing experience in several roles with Commonwealth Edison (ComEd) in Chicago and British Petroleum (BP)/Amoco in London (England) and Warrenville, Ill.
Co-founder and Chief Executive Officer, Bidgely
Abhay Gupta founded Bidgely with the mission to accomplish energy efficiency at a massive scale. He’s worked at a combination of energy and technology companies including Grid Net, Echelon and Sun Microsystems. He holds a B.Tech from the Indian Institute of Technology Delhi, M.S. from University of Southern California and MBA from Santa Clara University. Abhay is passionate about music and travel!