International Customer Management Institute - Contact Center Demo & Conference
Customer Experience Transformation: From Strategy to Inception
Date : November 3, 2014

Customer Experience Transformation: From Strategy to Inception

Cindy Garrett, Tom Hulsebosch, Carolyn Sarb

Monday, November 3rd from 8:30am - 12:00pm

If your customer experience needs an overhaul but you’re not sure where to begin, this workshop is for you! Utilizing the journey of a large mid-western water utility, you’ll discover how to transform your customer experience from the ground up – from organizational design, to reworking operations and strategy, to the technology and processes that support your goals. Learn how they developed a roadmap/strategy for success, prioritized and executed initiatives, and ensured continued support of new processes/technology. You’ll leave with insights on best practices and lessons learned, as well as a structured approach you can utilize to transform the customer experience in your own center.

Be sure to stop by West Monroe's booth at the conference to learn more. We will be located at booth #115.

For more information on the Contact Center Demo & Conference or to register, visit ICMI's website here.

West Monroe Insights
Transforming from the Inside Out: Digital in Energy & Utilities
View More
Related Insights
Date : June 20, 2017

Utilities have usually learned to implement technology incrementally. But the world is moving faster.

The plan meets regulatory requirements and equips the utility with an actionable forward-looking execution strategy.
Date : June 13, 2017

A comprehensive Customer Engagement Plan for the utility’s Advanced Metering Infrastructure (AMI) business plan.

Expanding Excellence in Customer Service
Date : May 22, 2017

Visit West Monroe at the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world.