Utilities Customer Panel Discussion: Transformation of Customer Experience (CX) Strategy Through Digital Self-Service

In today’s world, customers have shown that when it comes to their energy service providers, they desire a quick and seamless experience. Utilities have also moved into the digitized and democratized way of working where customer-centricity is the core and digital self-service is the key to customer experience (CX) enhancement.

At the forefront of creating groundbreaking CX has been UGI Utilities. Leveraging SAP Self-Service Accelerator for Utilities by SEW, the organization has been able to provide customers with advanced omnichannel interaction services as well as gauge a 360-degree view of their customer behavior to provide hyper-relevant, personalized services. UGI is also using this technology to leverage advanced analytics to enhance CX and identify the opportunities for AI and machine learning to enhance customer satisfaction.

Join this session to hear from leaders at SEW, SAP, and UGI Utilities as they bring you the best insights from their customer self-service implementation journeys. You’ll learn about how to unite all customer touchpoints to create experiences of the future and how to reach all segments of customers through multiple customer journeys.

Speakers

• Darren Brady, Chief Customer Officer, Smart Energy Water
• Juergen Kuhmann, Industry Principal, Customer Experience for Utilities, SAP
• Thomas Lord, VP and CIO, UGI Utilities