Digitally Transforming Key Customer Interactions: Xcel Energy’s Progress and Next Steps
Digitally Transforming Key Customer Interactions
Xcel Energy’s new Customer Experience Transformation Initiative brings together the people, processes and technology needed to deepen customer relationships and improve satisfaction in a changing industry. The initiative focuses on building new capabilities and experiences to digitally transform the utility’s interactions with its customers, from making it easier to start or switch electric service online to the process for scheduling a field technician visit.
Xcel Energy will review its progress and preview what’s ahead for 2021 and beyond.
Speaker: Megan Scheller, Senior Director of Customer Experience and Brand Strategy, Xcel Energy
Megan Scheller is the Senior Director of Customer Strategy and Experience. She is responsible for developing a bold brand strategy that is executed through a complete end-to-end customer experience strategy which strengthens customer engagement and sales. In order to accomplish this she is bringing an experience led approach and deep insights about our customers to the forefront of strategy planning and marketing. Megan leads a large-scale digital transformation that takes agile at scale across people, process, technology, and data to deliver a digital customer 360 experience, improve employee experiences & enable new agile ways of working, and drive innovation with new enterprise technology services. She has more than 14 years of professional experience leading an organization in driving new ways working and delivering solutions for customers and employees.
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