Inside Track - Customer Operations

The Program Delivery Team (PDT) of the Customer Operations track has developed some engaging and insightful customer-oriented sessions.  Provided below is an overview of each session, and the full agenda and details are available here.

Customer Experience – Blue Space Consulting and PG&E will share best practices around thinking like the customer to improve the customer experience.   

Channel of Choice – Interacting with Customers in Ways THEY Want to Interact – Alvarez & Marsal and PG&E share insights on channel strategies from offering self service to multichannel approaches.

Outage Communications: What Customers Want to Know and When – J.D. Power will update recent utility research around outage communication strategies.

Engaging Employees in Security and Building a Security Culture – In this joint session San Diego Gas & Electric and SW Gas will facilitate a workshop on how to develop a safety culture with your teams. 

Handling Angry Customers – SW Gas and Seattle City Light will provide tactical approaches in educating your staff on how to best deal with frustrated customers who reach the call center or approach staff in the field. 

Thank you PDT, these relevant sessions are sure to engage our attendees!