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www.peakload.org
Driving Efficiency Through the Utility-Customer Experience
Snapshot Panel – July 21, 2020
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Enhancing the Customer ExperienceThrough Retail Partnerships
Ann KirkpatrickXcel Energy
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Transformation• Customer Journey Mapping
• Customer Solutions – organizational change
• Company-wide training • Make decisions with the customer in mind
• As if a competitor were breathing down our necks
• What does a customer expect from us
• Become more innovative
• Become more agile
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Situation Impact• High temperatures
• High demand
• Supply chain issues
• High impact
• AHRI directory issues
• Rebate promises made
• Equipment match NA
• Bad news for customers
• Bad news for trades
• Bad news for rebates
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Goals Response• Product team brainstormed twice
• Validated issue
• Product team consensus
• Regulatory approval
• Communicated to trade partners
• Do what’s right for customers
• Stay within regulatory boundaries
• Simple to understand
• Simple for rebate ops team to implement
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Customer experience Alignment with values
• Customized
• Agile
• Innovative
• Solution
• Connected
• Safe
• Trustworthy
• Committed
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Prepared for:
Customer Journey Mapping
July 21, 2020
Rocky Mountain Utility Exchange
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A customer journey map is one of the most powerful tools an organization can use to understand how its customers experience the organization
What is Journey Mapping?Align an
organization
Prioritize CX improvements
Identify key moments of truth
Capture interactions and emotion
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Process Mapping vs Journey Mapping
Typical process-mapping focus Journey-mapping focus
Company / organization Customer
Internal External
Operational efficiencyCustomer experience and
operational efficiency
Internal steps and
department-to-department handoffs
Customer’s intent and preferred
interaction channels
Specific department roles Cross-functional teams
Consistency Pain points and customer emotions
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Thank you!
Katie Ryder
Senior Consultant
E Source
303-345-9174
You’re free to share this document in its entirety inside your company. If you’d like to quote or use our material outside of your business,
please contact us at [email protected] or 1-800-ESOURCE (1-800-376-8723).
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From High Bill Complaint to Energy Hero:Moving Co-op Customer Experience
from Reactive to Proactive
Mike BeyerYampa Valley Electric
Association
Megan Moore-KempYampa Valley Electric
Association
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Leveraging Technology to Improve Customer Experience in SRP's Small Business Program
Jim GiordanoNexant
Nathan MeissnerNexant
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Utility-Customer Experience
Industry Discussion – July 21, 2020
This roundtable is for everyone to participate.
Join the Roundtable:
1. Type your question into the question box.
2. Raise your electronic hand to be unmuted.
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Utility Exchange
This roundtable is for utility staff only and will not be recorded.
Please disconnect now if you are not an employee of a private, public or
cooperatively-owned energy or water utility.
Join the Roundtable:
1. Raise your electronic hand to be unmuted.
2. Type your question into the question box.
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