Enhancing Outage Communications with Real-Time Customer Feedback and Benchmarking

Join this panel discussion to explore how CPS Energy is transforming outage communications through the strategic use of post-event, in-channel surveys. This session will delve into CPS Energy’s approach of deploying surveys directly through the communication channels used for outage notifications, thereby enhancing feedback accuracy and engagement. Discover how this method not only provides CPS Energy with immediate insights into their communication effectiveness but also enables them to benchmark their performance against other utilities. This real-time feedback mechanism is pivotal in continuously refining communication strategies, thereby improving overall customer satisfaction and setting a benchmark in utility customer service. Learn how your utility can adopt similar practices to elevate customer interactions and service delivery.

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Panelist:

• Chance Kinnison, Programs and Systems Analyst, Customer Experience, CPS Energy

Chance worked at CPS Energy for 2 years. He has a background in public policy, healthcare, education, real estate, and the non-profit world. Despite working in various sectors, Chance have always taken on data and research roles. His formal training comes from my love of seeking graduate degrees, culminating in a Ph.D. in Applied Demography.

• Arnold Santayana, Sr Manager, Enterprise Customer Experience, CPS Energy

Arnold Santayana, a senior manager at CPS Energy, is a dynamic leader passionate about enhancing Customer Experience through innovation and technology. Raised in the cultural melting pot of the Pacific, he brings a global perspective to his work. With a diverse background in business, organizational change, and computer science, Arnold has honed his skills across telecommunication, banking, and utility industries, staying at the forefront of emerging trends.

• Ann Kinnard, Director, Customer Experience, CPS Energy

Ann leads a team whose vision is to create positive customer experiences with CPS Energy by enhancing customer satisfaction & reputation while improving employee engagement. The team does this for both external and internal customers. It started back in 2019 with one member and has grown to be the “best team at CPS Energy” with 16 fantastic members.

Ann started her career at CPS Energy 24 years ago as an analyst in the Controller Division. Since then, she has served in various roles in Controller, Management Reporting, Financial Planning & Analysis, and Office of the President. More recently, she served as Chief of Staff for Customer Strategy and a core member of the Due Diligence team, where she developed her passion for helping our external customers. Ann earned her bachelor’s degree in accounting from Texas A&M University.  Twenty-five years later, she went back to school and earned her Master’s in Business Administration with honors from Wayland University.  

 

Panel Moderator:

• Jennie King, Principal Consultant, Chartwell Inc.

Jennie King is a long-time utility executive, now serving as Principal Consultant at Chartwell Inc. Jennie retired from Salt River Project (SRP) in January 2021 as Director of Strategic Energy Management, responsible for the overall management of SRP’s commercial customer relationships. Jennie’s career began at SRP spanned almost 34 years and has deep and broad experience in the utility industry with emphasis in market research, data management, data analytics, CSAT and transactional surveys and CX research insights, marketing communications, customer service operations, customer journey mapping and business process re-engineering. As Principal Consultant, Jennie works directly with Chartwell’s utility members across North America to advise them on how to design and implement strategic and tactical CX initiatives that are targeted to improve their customers’ experiences and imbed a CX culture into their organization at all levels. Jennie holds a bachelor’s degree in Finance and a MBA/MIS degree.

 

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