David Tilson will be presenting on a panel regarding the work that West Monroe Partners did with Benton PUD, "Delivering Ideal Customer Experience through Communication and Collaboration."
With over 45,000 customers, Benton PUD will share how they are implementing new customer facing processes and technology that will transform the entire organization to be more customer-centric while transforming their current customer service model to one that actively creates relationships with customers. The project (along with PG&E examples) focused on improving customer communication, tech enablement, change management and a brand campaign.