By Suzanne Haggerty, Research Manager –
Only six weeks to go until Chartwell’s 2018 EMACS – The Customer Experience Conference kicks off in Tampa on Oct. 22.
With the early bird rate expiring on Friday, Sept. 14, we wanted to be sure everyone knew about two exciting sessions we’ve just added to an already packed agenda:
- Dan Boatright, Manager, Receivables and Collections Services at JEA, will discuss the utility’s migration to a new ePayments vendor, a move that enabled JEA to reduce the charges customer pay to use their credit and debit cards to make payments by more than 50%. JEA was able to significantly increase customer satisfaction through these savings, as well as increase autopay adoption among commercial customers by waiving some or all of their required deposits.
- Russ Henderson, Research Manager at Chartwell, will reveal several key takeaways from Chartwell’s 2018 residential consumer survey of 1,500 residential consumers, shedding light on key factors that influence customer satisfaction as utilities compete for customers’ attention and loyalty in an increasingly complex business environment.
The conference features more than 30 sessions focused on customer experience-related issues facing the utility industry, including billing and payment, customer care, marketing, process automation and mobile app design. Hotel rooms are filling up quickly, so register now to claim your early bird rate and get your travel plans finalized.
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