Optimizing CX VoC Data Through Customer Transaction Surveys and Industry Benchmarking
Utilities, like most industries, are migrating to utilization of real-time transactional surveys to better understand ongoing operational performance in the eyes of the customer. For our industry, there is no experience more stressful than when the power goes out and the customer is literally left in the dark. How utilities manage these experiences and communicate critical information to these customers is of highest priority. Learn about this new Chartwell industry survey that will help you understand how your customers feel about outages they actually experienced and more importantly, compare yourself to your utility peers.
Meg Kendall, Manager, Customer Data Analytics and Research, Manitoba Hydro
Meg Kendall is a data and research professional, currently the Manager, Customer Data Analytics and Research at Manitoba Hydro. Before joining the utility industry, Meg had the opportunity to work in industries as diverse as Oil & Gas, Marketing and Technology Start Ups, Finance, and recently, Used Cars Sales. Across these industries, Meg has passionately advocated for the importance of building strategies and experiences around customer insights. Meg leverages research programs and techniques such as VOC programs, CSAT (and other) surveys, usability testing, journey mapping, interviews, and data analytics to translate customer information into customer insights.
Jennie King, Principal Consultant, Chartwell, Inc.
Jennie King is a long-time utility executive, now serving as Principal Consultant at Chartwell Inc. Jennie retired from Salt River Project (SRP) in January 2021 as Director of Strategic Energy Management, responsible for the overall management of SRP’s commercial customer relationships. Jennie’s career began at SRP spanned almost 34 years and has deep and broad experience in the utility industry with emphasis in market research, data management, data analytics, CSAT and transactional surveys and CX research insights, marketing communications, customer service operations, customer journey mapping and business process re-engineering. As Principal Consultant, Jennie works directly with Chartwell’s utility members across North America to advise them on how to design and implement strategic and tactical CX initiatives that are targeted to improve their customers’ experiences and imbed a CX culture into their organization at all levels.