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Transforming CX: Proactive Communication in Build and Renovation Projects
In 2022, NB Power identified a critical need to enhance communication with customers during their build and renovation projects. By June 2023, proactive notifications were launched, resulting in si...
Amid your busy schedule, imagine gaining enough insights in just an hour to shape your entire year. Chartwell’s Horizon ’25 webinar offers an informal, impactful look at the issues defining the uti...
Customer Experience Transformation: Navigating the Peaks and Valleys of Change
With the rise of customer choice, utilities face new challenges that require innovative approaches. Historically, customers relied on their energy providers as trusted advisors, but evolving expectations demand more. ATCO Electric assessed its customer experience maturity across key areas such as customer journey, data insights, personalized communications, and automation. This evaluation informed a holistic five-year roadmap to transform they company’s customer experience, providing a framework to measure success. Along the way, ATCO Electric has faced the highs and lows of change. In this session, learn how the program was structured, how organizational buy-in was achieved, and, nearly two years in, things that might change if they could start over.
Speaker:
Julie McGinnis, Director, Customer Experience & Engagement, ATCO Electric
Julie is leading a broad customer experience transformation for ATCO Electric to better serve customers today and through the energy transition. She has a passion for improving employee and customer experiences with a focus on designing and executing people-centric strategies that drive engagement, growth and customer satisfaction.
