How to Build a Customer-First Culture: Insights from Hydro One’s Journey

Improving the customer experience continues to be a priority for most organizations and is a necessity for digital transformation. But great customer experience starts within the organization – by forging a customer-centric culture that permeates a company’s strategy, people, processes, and technology. In this session, hear best practices and tales from the trenches on how Hydro One continues to enable a culture that empowers employees to provide fast and empathetic service, and enables the transformation of service engagement and delivery with better processes and technology.


Rob Globocki, Director, Customer Care, Hydro One

With over 25 years of service at Hydro One, Rob is a committed leader with a focus on enhancing the customer experience and continuous improvement that benefits customers, the team and the business. Rob’s current Customer Care team of over 400 staff has accountability for all customer interactions, management of customer accounts and back-office support and excellence activities.


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