Engaging Employees to Improve the Customer Experience

Date: Sep 26, 2018

Time: 2:00 PM ET

Since 2010, New Jersey Natural Gas has been utilizing front-line employees to identify best practices and opportunities to improve the customer experience. By utilizing these unique customer insights, the company promotes customer centricity, engages employees and improves processes. Join us to learn how the company’s program has evolved and sustained successful results.

Speakers:

 Stacy Kregg

Stacy Kregg – Senior Customer Experience Specialist, New Jersey Natural Gas (NJNG)

As the Senior Customer Experience Specialist for New Jersey Natural Gas, Stacy specializes in process improvement initiatives that focus on the customer experience. She has over 15 years analytical and project management experience in a regulated environment; including more than 10 years in pharmaceuticals, with Johnson & Johnson and Schering-Plough, and 10 years in the utility industry. She is a certified Lean Six Sigma Black Belt. Stacy is the recipient of multiple leadership awards.

 Claire Maglione

Claire Maglione – Manager, Customer Experience, New Jersey Natural Gas (NJNG)

Claire joined New Jersey Natural Gas Company in August 1988. She is responsible for managing the voice of the customer process, including collecting data, analyzing and reporting results and recommending initiatives for improvement. Claire also leads both the corporate intercompany customer satisfaction team and the customer satisfaction council, which is comprised of customer service representatives. She moderates focus groups and assists in the administration of NJNG’s Facebook page. Claire takes an active role in upgrades to technology, web page rewrites and other changes that could potentially impact the customer experience. Prior to her current responsibilities, Claire held positions in the corporate strategy, financial, regulatory and auditing departments within the corporation.

 

 

 

 

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