CEM in Utilities: Innovation, Compliance, Control & ROI 2013

Key Topics

• Accelerating the development and deployment of cost-effective demand response
• Extending the mobile experience to better engage with customers
• Improving employee efficiency in customer interactions
• Adopting multi-channel customer management programs for greater loyalty and satisfaction
• Utilizing cross-channel analytics to continually fine tune and improve service
• Enhancing customer service and lowering costs
• Measuring and analyzing reporting & cross-channel analytics for valuable insights
• Implementing strategies that enable better customer service within a tight budget

Who should Attend

SVP’s, C-Level Executives, Directors, VP’s and Senior Managers from Gas, Electric and Water Utilities responsible for:

• Customer Service
• Customer Experience
• Customer Care
• Customer Contact
• Customer Engagement
• Customer Operations
• Customer Relations, Customer Communications or Contact Centers
• Customer Strategy/Solutions/Outreach
• Billing and Payment
• Customer Loyalty & Satisfaction
• Digital E-Commerce