Preparing for the Customer Experience Driven Future in Energy & Utilities
Tuesday, January 26, 2016 4pm
The foundation of the energy and utilities marketplace is shifting. With increasing levels of utility consumers choosing digital as their preferred method of communication. *Insights show that 80% of consumers believe that digital services improve the overall experience when dealing with organisations, but with less than half of consumers satisfied with the overall level of service from utility organisations.
Amid this change and uncertainty, there are new opportunities to engage consumers, and reap the benefits that these new digital channels offer from cost reduction, to consumer satisfaction and efficiency. But to seize these opportunities, many firms are being challenged to rethink their relationships with consumers and their role in the marketplace more broadly.
Join us for 'Preparing for the Customer Experience Driven Future in Energy & Utilities' webinar, where we’ll address
- How omni channel adoption can improve customer satisfaction
- Driving efficiency
- The importance of connected enterprise systems
In collaboration with Reid Paquin, from Aberdeen Group, and Simon Adnett from Enghouse Interactive.
Reid Paquin - Research Analyst
As a Research Analyst for Aberdeen, Reid studies how manufacturing enterprises manage processes, people, and technologies to address continually changing market pressures. His current research focuses on many topics on the plant floor, areas such as: corporate sustainability (includes EH&S, energy management and carbon management), quality management, asset management, risk management, plant automation, and industrial networking.
Simon Adnett - Senior Technical Consultant
A solutions specialist with over 15 years in the industry, Simon has experience in both enterprise contact centre transformation projects and, within the energy sector, control room deployments for management of infrastructure outage planning, transmission, and distribution...
*Stats taken from Graeme Wright: Utilities - Fuelling Growth with Digital