David Quin – Entergy
Director of Customer Journey Experience
Industry experience: 27 years in utility industry.
Current challenges: Standing up and hiring new customer experience strategy team for resi & SMB customers; Identifying skilled resources to accelerate customer journey breakdowns & disconnects; Developing an employee engagement strategy that makes customer centricity as important as (and second nature as) safety.
Areas of expertise/success stories: Customer engagement strategies for pandemic response.