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.
- 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