AEP’s CX Journey and What’s Next

Date: Wednesday, July 22, 2020

Time: 2:00 PM ET

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As part of their ongoing CX Program, AEP is adapting their Customer Operations processes by investing in digital customer interaction capabilities.  From RPA to natural language IVR to omni-channel intelligence, AEP is transforming to effectively meet customers across their channels of choice and achieve first contact resolution. Jay Hoffman and Jodi Cannon will provide an overview of AEP’s CX Strategy and Journey and what they call “CX Next: AEP’s vision to thrill their customers and reduce their cost to serve them.”

Moderator:

  • I.S. Dunklin – Director of Data Analytics and Research, Chartwell Inc.

Speakers:

  • Jodi Cannon – Director of Customer Strategy and Insights, AEP
  • Jay Hoffman – Customer Experience Program Director, AEP