Redesigning the Customer Payment Experience
Date: Aug 15, 2018
Time: 2:00 PM ET
After analyzing customer satisfaction data revealing payment-based dissatisfaction, Consumers Energy began a project in 2016 to replace its existing payment vendor, remove its convenience fee and completely redesign the payment experience. Spanning 18 months, the collaborative project quickly resulted in customer satisfaction gains, operational efficiencies and increased electronic payment volume. Consumers Energy took home Chartwell’s 2017 Gold Award in Billing and Payment for the effort.
Lisa Compton – Digital Self-Service Manager, Consumers Energy
As the Digital Self-Service Manager, Lisa is at the forefront of the utility's refocus on customer-first design and her team leads the exploration, design, and implementation of improvements to the digital customer experience.