As utility customer expectations continue to rise, so does the need for a seamless customer experience - one that is consistent no matter how the customer interacts with your utility. That's where the customer experience leader comes in, a role that is increasingly becoming more common at utilities.
If you're like many other utilities though, you've probably run into some roadblocks executing these customer experience programs. Stacy Derstine, CCO and VP of Customer Service at Arizona Public Service, offers up some advice and shares what she is doing at APS to elevate the customer experience. |
