The New Normal: CX and Utility Engagement

In the new normal brought on by the pandemic, utilities have opportunities to remain connected to customers and uphold satisfaction. Hear John Hazen, Managing Director at JD Power, discuss the keys to improving customer satisfaction in the Utility sector based on thousands of customers surveys conducted by JD Power. John shares how JP Power results can be used to understand different customer needs, identify gaps and feedback customers have provided during the COVID-19 pandemic.

  • Customer Satisfaction during COVID-19
  • JD Power Data Analysis by department, age, location
  • Examples of CSAT Success in other industries during COVID-19
  • 2020 -2021 Customer Preferences & Trends