Customer Centricity Begins With Employee Engagement

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Utilities across North America are consistently striving to enhance their customers’ experience. However, it stands to reason that satisfied customers originate with satisfied employees. In short, it is an inside job. The tone set through corporate culture can have a resounding ripple effect, moving beyond the walls of the organization to customer interactions from the call center to the field.

This report gathers insights from speakers at Chartwell's 2024 EMACS Conference, as well as Chartwell's consultants and Best Practices Award winners, to offer guidance to utilities working to develop and enhance culture across the enterprise.

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Ameren business customer customer experience Customer Service Duke Energy employee satisfaction Hydro One Small and Mid-Sized Utilities

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Customer Centricity Begins With Employee Engagement

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