Getting to YES. Curating a Winning Business Case.
Tasked with improving CSAT, you’d like to introduce innovative customer communications programs to your executive team, but with limited bandwidth, building a compelling business case and implementing those plans seems insurmountable. In this session, Elisa Henry, COO of Message Broadcast, sits down with SCE’s Sandra Labib, who will share her insider tips and strategies for creating a powerful business case and project plan with ease.
- Sandra Labib, Senior Advisor, Southern California Edison
Sandra began her career with SCE in 2010 as a Civil Engineering Intern in Transmission & Distribution. After a few years working for The Walt Disney Company as a Construction Project Manager, she returned to SCE in 2017 to serve on the “The Outage Dream Team”, leading various outage improvement initiatives to enhance the customer experience. Over the last couple of years, Sandra has been immersed in the Wildfire Mitigation space, including Public Safety Power Shutoff protocols. She is currently serving as the Interim Senior Manager for Business Process Improvements in Outage Communications, where she and her team are focused on optimizing the way SCE communicates and interacts with their customers before, during and after all types of power outages across various communication channels.
- Elisa Henry, Chief Operating Officer, Message Broadcast
Elisa Henry is a tech executive with more than 25 years’ experience in start-ups and enterprises. She is passionate about the power of communication and leveraging AI to guide customer journeys. Currently, she serves as the COO of Message Broadcast, a leader in communication technology and programs for enterprises across North America. Elisa holds an MBA from USC and a bachelor’s degree in business from San Diego State University.