Customer Engagement

Crowdsourcing Call: Elevator Pitches for Reducing Inbound Calls to Zero by 2030

The Utility 2030 Collaborative recently held its first meeting to discuss “Strategies for Reducing Inbound Customer Calls to Zero by 2030”.

The goal of the collaborative is to build a blueprint for the customer-centric utility of the future. With utility executive oversight, this includes creating four online playbooks—CX, Products and Services, Workforce Development, and Infrastructure Modernization—chalked full of resources to help with this endeavor.

Read More »

The Utility 2030 Collaborative Still Accepting CX Focus Group Participants

The Utility 2030 Collaborative is kicking off two of its four CX Incubator Focus Groups in June 2021, and two additional ones in July 2021. Strategies for Reducing Inbound Customer Calls to Zero by 2030 will be held on June 29th from 2:00-4:00 p.m. EST. It will be chaired by Katy Cook, Director of Customer Experience for Liberty Utilities, and co-chaired by Kristina McClenahan, Product Development Manager for Puget Sound Energy (PSE). The group’s goal is to articulate challenges and potential solutions for building a proactive omnichannel strategy, something that both utilities are working towards with success. The group will include utility professionals with significant call reduction goals, and solution providers deeply committed to helping them achieve these goals. Experts from Avertra, Oracle Utilities, and Questline are intensely committed to this effort.

Read More »