Find out how your utility can improve customer experience through an effective Voice of the Customer program.

View the recording of this webinar to understand the definition and components of an effective Voice of the Customer (VoC) program within utilities from the experience of Kansas City Water Services (KCWS). In this recording we focus on how KCWS utilized VoC data to make design and process decisions throughout product development, specifically for their customer payment portal and mobile app.  

In addition, we look at how VoC data is being used to improve the customer experience at other touchpoints, such as the call center, lobby, and in the field.

This recorded webinar discusses ideas and best practices to:
  • Understand the components of an effective, next-generation VoC program
  • Determine ways to integrate customer experience techniques to improve your utility's level of service
  • Recognize how a utility can utilize VoC practices and data to develop and enhance customer experience


Kip Peterson, Communications Manager, Kansas City Water Services

Tom Hulsebosch, Managing Director - Energy & Utilities, West Monroe Partners

Paul Hagen, Senior Principal - Customer Experience, West Monroe Partners