Digital Channels and Self Service – April 2022 Spring Meeting

CX Leadership Council members shared recent successes, current challenges, and upcoming initiatives. The group discussed their IVR and live chat solutions including features offered. Problem solving topics included social media, online customer profiles, insights management platforms, transactional surveys and call center hours. A panel from Idaho Power, NiSource, and Salt River Project discussed best practices and lessons learned from deploying a mobile app.

Successes, Challenges, and New Initiatives – 12:00

IVR – 46:00

Live Chat – 1:06:30

Problem Solving – 1:26:14

Mobile Apps Panel – 2:07:00

Please feel free to play the video below or download the slides by clicking on the button to the left.