Better Late Than Never: Manitoba Hydro’s VOC Program
Like many energy utilities, specifically those without retail competition, Manitoba Hydro was behind many of its peers in development of a comprehensive Customer Experience strategy, including an explicit approach to the Voice of the Customer. In addition, two significant Executive reorganizations in the past 5 years left a vacuum in corporate strategy that would normally drive larger corporate strategic initiatives around CX/VOC.
Attend this webinar to learn how Manitoba Hydro staff members – with support and advocacy from their immediate directors – successfully proposed, designed and implemented a corporate VOC program and how that data will help guide the new corporate strategy.
- Scott Johnson, Vice President, Chartwell Inc.
- Domenic Marinelli – Customer Care Manager, Manitoba Hydro
Domenic Marinelli, B.Comm (Hons), has been with Manitoba Hydro for over 15 years in a variety of roles across the corporation. Domenic began his career with Manitoba Hydro in the energy efficiency area, before moving over to the Generation Operations side of the company and spending ten years in a variety of roles energy & climate policy, energy price forecasting and generation resource options. In 2016, Domenic returned to the Customer Service side of the company to complete a corporate CX assessment and move into the role of Customer Care Manager. In his current position Domenic proposed, designed and implemented Manitoba Hydro’s Customer Experience Management program (CXMP) as has oversight over all consumer research and strategic marketing initiatives for Manitoba Hydro.
*To view this webinar, please login using your Chartwell credentials and click the “View Resource” button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.
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