TECO Strategically Uses VOC to Improve the Customer Experience

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In 2020, TECO launched a Voice of the Customer (VOC) program to obtain a more holistic view of its customers across multiple journeys and interactions and gather meaningful insights to improve customer satisfaction and the overall customer experience. Multiple dashboards display pertinent data and insights that allow cross-functional teams of employees across the organization to understand gaps in customer satisfaction and prioritize strategic initiatives. The utility took home Chartwell’s 2021 Silver Best Practices Award in Customer Service for the ongoing effort. Moderator:

• Chandler Dunklin, Customer Success Manager, Chartwell, Inc.

Speakers:

• Melissa Cosby, Director, Customer Experience Strategy and Service Excellence, TECO
• Amy Lester, Manager, Customer Research, Strategy and Strategic Projects, TECO