Fast Forward: Improving Customer Experience

Fast Forward: Improving Customer Experience

In this session, utility industry partners will share the latest consumer trends and highlight innovations, new tools and technologies that can help utilities succeed.  

COVID-19 is changing the way consumers are viewing and paying their bills. Hear how utilities can align their efforts with customers’ changing priorities and seize opportunities to influence behavior.  

Speaker: Rob Taylor, Senior Advisor Billing, Payments and Communications , Fiserv 

Rob Taylor, a Senior Advisor for Billing, Payments and Communications at Fiserv, helps clients re-think the way they approach their customer’s billing & payment experience to drive more meaningful customer engagement and satisfaction while streamlining the billing and payment process. Rob has over 25 years of experience in applying technology and solutions to solve complex business problems that drive business results.  

Journey mapping is a fundamental tool for improving customer experience yet many utilities struggle with where to start, what tools to use and how to get management and stakeholders engaged in the process. What you can learn from industry leaders.

Speaker: John Hoggard, Principal – Global Utilities, Quadient  

John Hoggard has over 25 years experience in both the utility and public sector verticals, with a focus on providing digital transformation advisory services that optimize the utility customer experience (CX) and utility operations. John has been published in over 30 industry trade publications, and was the honorary Contributing Energy & Utilities Editor for Engineered Systems Magazine for many years.  In addition, he has authored several Best Practices reports for industry leaders, including a study he conducted as a Senior Energy & Utilities Advisor to The United States Secretary of Commerce.