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Next-Gen VoC for Utility CX Excellence
In the age of utility transformation, success hinges not just on infrastructure modernization—but on the technology and culture that drive customer experience (CX). This session will reveal how leading utilities are leveraging cutting-edge Voice of the Customer (VoC) programs and enabling systems to capture, analyze, and act on real-time customer insights at scale to communicate and drive their grid modernization.
Participants will gain an inside look at how utilities are integrating VoC technologies—including CRM, CIS, IVR, and digital channels—into unified platforms that deliver 100% transactional survey coverage of impacted customers and provide weekly, actionable data via dynamic dashboards. We’ll explore how operational and CX data are fused at the journey level to generate rich insights, and how AI-powered analytics, agile CSAT governance models, and cross-functional collaboration are accelerating improvements across customer touchpoints.
The session will also examine how utilities are moving from siloed VoC initiatives to enterprise-wide CX roadmaps, embedding customer-centric culture through intentional communications, and creating accountability across operations, IT, HR, and finance. Attendees will leave with practical strategies for deploying next-generation VoC technologies that not only boost JD Power, NPS, and CSAT scores—but also fuel the utility’s broader transformation goals in an era of rising customer expectations.
Key takeaways:
- Discover how to integrate VoC technologies into a unified, real-time insights platform that connects CRM, CIS, IVR, and digital channels to drive actionable customer communications and CX improvements at scale.
- Learn how to combine CX, operational, and AI-powered analytics at the customer journey level to uncover root causes and accelerate impact across customer touchpoints.
- Gain strategies for building a customer-centric culture and CX governance model that engages all functions—operations, IT, HR, finance—and supports enterprise-wide transformation goals.
