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Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
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.
