Julie Donovan
Julie DonovanOffice Administrator/Marketing Assistant

Posted on: March 1, 2019
In: Strategy


Connective DX team members will touch ground in Hollywood, California for the WEI Customer & Corporate Symposium on March 13-15!

We join clients Portland General Electric and Puget Sound Energy in the Symposium’s varied mixture of networking, presentations, Q&A panels, and roundtable discussions on all things energy. Among other themes, the Symposium’s breakout sessions will explore industry trends and best practices as they relate to the customer experience.

One such talk, PSE’s “Get to Zero” – PSE’s Journey to drive CSAT & Self-Service through the Digital Channels, is one that we provided input on. The discussion will take place on Thursday, March 14 from 10:45 am–12 pm. Speakers include Director of Customer Care Greg Zeller, Director of Business Integration Josh Jacobs, Director of Customer Solutions Carol Wallace, and Manager of Operational Strategic Planning John Mannetti.

As an Energy Company who serves 1.1 million electric customers and 790,000 natural gas customers, PSE used to receive nearly 4 million phone calls a year. That meant 4 million customer problems that they could not solve any other way than calling. In order to address customers’ inquiries, the energy company took on an aggressive challenge and assembled a program called “Get To Zero”.

The goals for the program are to:

  • Prevent problems before they happen
  • Notify and enable customers to easily self-serve across multiple digital channels
  • Quickly help customers when they do call

In this session, PSE will explore the details of the program, in addition to the progress, it has made through the journey to improve the customer experience in the areas of Billing, Payments, Credit & Collections, Customer Interface, Data Management, and Integrated Work Management.

Similar in theme to PSE’s, Portland General Electric’s discussion, Facing the Storm with Improved Outage Communications, will take place on Thursday, March 14, from 9:15–10:30 am. Presenters include Chartwell Research Manager Russ Henderson and Portland General Electric Manager Bill Tierney.

Even as customer expectations get harder to meet, hurricanes, polar vortices, wildfires, and other events seem to get more frequent. Understandably, more utilities are making outage communications a major priority. This panel will cover a good deal of ground within the large topic of outage communications – examining major trends in customer expectations and new technologies such as chatbots and drones, as well as providing a deep-dive into one utility’s projects. Portland General Electric will share the utility’s roadmap for improving outage communications as well as the company’s efforts to improve the accuracy of estimated times of restoration provided to customers.

We are excited to join Puget Sound Energy, Portland General Electric and all other participants at the Customer & Corporate Symposium. If you’d like to join us, we’re hosting a gathering at Trastevere Ristorante on Thursday, March 14, at 6:30 pm. Space is limited, so please click here to RSVP as soon as possible.

We hope to see you there!

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