Boosting CSAT Scores | What If It Were Simple?

One way to boost CSAT scores is deceptively simple: keep customers informed. But actually keeping customers informed? Not so simple. What if it were? In this session, hear how Message Broadcast and Duke Energy partnered together to enable Piedmont Natural Gas to accelerate a 10-point CSAT jump in 2 months. 


Additionally, here are a few back-to-basic strategies you’ll learn:   
  • Pollinate proven-driven programs across all customer touchpoints   
  • Level up your critical communications and capture customer preference at the same time  
  • Influence customers’ next-best-action  
  • Reduce O&M and unnecessary truck rolls with 2-way communications  



Bill Joiner

Chief Strategy Officer, Message Broadcast 

As Chief Strategy Officer at Message Broadcast, Bill leads the design of strategic communication initiatives serving the Utility, Financial Services, Telecommunications, and Healthcare industries. During his 20-year tenure with the company, Bill has leveraged technology, conversational session flows, and complex decision logic to transform the way businesses and their customers communicate across all channels. Each day, Message Broadcast hosts millions of these conversations for the world’s most admired brands to inform, enroll, educate, transact, confirm, resolve, and select or infer preference. 


James Perez

Product Owner, Digital Experience, Piedmont Natural Gas, Duke Energy 

James Perez is the Product Owner for the Piedmont Natural Gas digital experience at Duke Energy. He has been with Duke for more than three years, and previously consulted for utilities at Accenture. He and his wife live in Charlotte, NC, and he is an avid runner, loves to cook, explore new restaurants and breweries, and travel.