Keynote: Becoming Frictionless – APS’s CX Transformation Journey to Outage Improvement and More
Customer expectations are higher than ever. They want info they can use in channels they choose anytime, anywhere–especially when there is an outage. When they want to talk to someone, they need an advisor who will listen first then offer solutions that fit. In this presentation, learn how APS is charting its course to customer-centricity using a frictionless strategy to reduce effort, increase compassion and add value to the outage experience.
Lisa Gearhart, Director, CX Strategy & Solutions, APS
Lisa Gearhart is the Director of Customer Experience Strategy and Solutions at APS where she is responsible for developing, leading and overseeing the implementation of the enterprise-wide customer experience strategy in alignment with the organization’s mission and business goals. She leads a team of 30 professionals in providing Voice of Customer/Voice of Employee insights, customer experience strategies, and the creation and marketing of digital and programmatic solutions that increase customer satisfaction and engagement. Lisa has more than 30 years’ experience in strategic planning and implementation of brand, customer and employee experience initiatives across a wide range of industries, including financial services, healthcare, consumer products, education, entertainment, retail and utilities.