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Stakeholder Engagement: How Hydro One Builds Stronger Partnerships Before Outage
Emergency preparedness is strengthened long before a storm, wildfire, evacuation, or other crisis begins. In this webinar, Hydro One’s Shannon Murphy will explore how utilities can build and sustai...
Progress Over Perfection: OPPD’s Outage Communication & ETR Enhancements
Join Andrew Peacock, Manager of Customer Experience at Omaha Public Power District (OPPD), as he shares how OPPD's continuous improvement mindset has sharpened the way they set expectations during ...
The Tale of Two Storms: How Con Edison Quickly Pivoted Its Communications Strategy to Keep the Public Informed in Extreme Conditions
In this session, Con Edison shares how its team pivoted messaging, channels, and tone in real time to keep millions of customers informed, safe, and connected throughout both storms.
MyOPPD is Omaha Public Power District’s secure online platform that gives customers convenient, 24/7 access to their accounts.
In this webinar, we will see how users can view and pay bills, trac...
Evergy’s Digital Evolution Journey with the Interactions IVA as a Full Service Customer Engagement Tool
The world is full of famous duos (Holmes & Watson, Batman & Robin, Han & Chewie) who show us that working together is better than going it alone. The same can be said for the ever-changing world of customer service in 2024. As budgets tighten and vendor consolidation becomes a necessity, you need partners who over-deliver rather than underperform. With Generative AI as an additional wildcard, it’s vital to have an experienced and innovative partner to navigate this dynamic environment and empower you to create craveable customer experiences. During this session, you’ll discover how Evergy and Interactions have formed a successful partnership, achieving 68% containment, automating 40+ use cases, including payments and outages, all while increasing CSAT. This session covers why starting with singles, not home runs, is key and how an IVA can be an essential part of your contact center strategy as a Digital Front Door. Join us to see how collaboration leads to exceptional customer experiences.
Speakers:
Steve Hughes, Sr. Director, Utilities Practice, Interactions
Steve is responsible for North America Utilities practice in providing consultative thought leadership around the strategy, planning, design, and implementation of Conversational AI, and helping Utilities achieve their goals for transforming CX, driving operational efficiencies, and positioning for digital enablement of the smart customer of the future.
Lindsay Washburn, Senior Digital Product Manager, Evergy
Lindsay’s primary role is overseeing the digital experience for the Interactive Voice Assistant system. Driven by customer outcomes, she provides narrative and analytical insight for decision making, while focusing on cost savings. In 2021, Evergy consolidated two territories of business onto the same Interactive Voice Assistant platform. Lindsay has spent the last two years working to enhance the IVA, helping Evergy become an industry leader in performance and containment.
