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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...
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.
