West Monroe Partners has collected data on four key channels customers use to interface with their utility and the relative amount of difficulty or effort each of these channels presents to customers. These four key levers are ideal in improving overall customer effort and satisfaction:
1. Customer Portal
2. Public Website
3. Interactive Voice Response (IVR)
4. Live Agent
Our preliminary comparisons for a range of utilities offer some valuable insights. Please join us as we share the results with you and your team and suggest some action items and potential solutions that could drive significant improvements throughout the meter-to-cash process.
Distributed generation an opportunity for positive customer engagement finalWest Monroe Partners
Jim McClanahan, a senior principal at West Monroe Partners, discusses distributed generation and the importance of customer experience for utilities. The amount of distributed generation, especially rooftop solar, is growing exponentially and some utilities are processing over 1,000 applications per month. Utilities need to focus on enhancing the customer experience through all aspects of the enrollment process to distributed generation to improve satisfaction and accommodate increasing demand.
Many states and cities across the US are promoting or succumbing to additional customer-sited Distributed Energy Resources (“DER”) such as solar and storage. As the number of grid interconnections increase, the following challenges (and effects) are arising:
1. Managing the manual approval process – straining the utility’s ability to meet service levels
2. Lack of consolidated data from installed DER’s – limiting the utility’s ability to plan its system, respond to outages, or account for resources in planning, operations and system load forecasting
3. Limited collaboration and communication tools between cities and utilities as they inspect systems – resulting in inefficiencies and redundancies
4. Difficult to forecast distributed generation – impacting system load requirements
As a refresher, Connect-the-Grid™ provides utilities, municipalities, and cooperatives the ability to:
1. Ease the application submission process through use of electronic forms by customers and contractors
2. Leverage workflow management features to better allocate staff resources
3. Utilize the master data set for DER asset tracking and reporting/dashboards
4. Deliver automatic notifications to utility staff when applications approach approval time requirements
5. Perform real-time distributed generation forecasting and more!
Contractors and electricity customers also benefit from the use of Connect-the-Grid™ through an improved customer experience.
FFIEC and NIST: What You Need to Know About Two Prevalent New IT Security Com...West Monroe Partners
Cybersecurity is an area of growing concern for financial institutions, especially in the face of recent high-profile data breaches. In June of this year, the Federal Financial Institutions Examination Council (FFIEC) released its Cybersecurity Self Assessment Tool (CAT) to help institutions determine their risks and evaluate their preparedness.
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
The insurance experience does not meet modern customer expectations. As a result, protection gaps are emerging for businesses and individuals. Meanwhile, costs are increasing across the industry from broker consolidation, regulatory changes, and competitive pressures. This is challenging existing business models and introducing new risks. New insurtech entrants are exploiting vulnerabilities by offering more transparent, convenient, and competitively priced solutions. To address these issues, there is a need to shift from linear supply chains to collaborative ecosystems that can provide a better customer experience, sales efficiency, and lower expenses across the industry.
Strengthening governance, risk and compliance in the insurance industryJordi Planas Manzano
The document discusses governance, risk, and compliance (GRC) initiatives in the insurance industry. It notes that while insurers have generally focused on cost control and risk avoidance, some are now seeing GRC as a strategic advantage. Integrating GRC can provide transparency, help identify risks, and enable timely responses. However, most insurers still struggle with complex, inconsistent processes across business units. Surveyed insurers reported benefits of automation like reduced errors, lower costs, and better decisions. Still, few have achieved full GRC capabilities due to barriers like cost and complexity. Successful GRC requires an enterprise-wide view of risk to support strategic decision making.
As our industry evolves increasingly faster, sustaining an existing (or winning an even larger) share of the $30 trillion insurance servicing opportunity requires using an integrated approach to business transformation.
TCS offers the NextGen Underwriting solution to help insurers improve their underwriting processes. The solution integrates disparate IT systems and provides underwriters access to critical internal and external data to improve risk assessment and simplify underwriting. It enables insurers to reduce costs, improve underwriter productivity and efficiency, and enhance the customer experience. Key components of the solution include risk assessment, underwriter collaboration, coverage suspension, and alerts.
Distributed generation an opportunity for positive customer engagement finalWest Monroe Partners
Jim McClanahan, a senior principal at West Monroe Partners, discusses distributed generation and the importance of customer experience for utilities. The amount of distributed generation, especially rooftop solar, is growing exponentially and some utilities are processing over 1,000 applications per month. Utilities need to focus on enhancing the customer experience through all aspects of the enrollment process to distributed generation to improve satisfaction and accommodate increasing demand.
Many states and cities across the US are promoting or succumbing to additional customer-sited Distributed Energy Resources (“DER”) such as solar and storage. As the number of grid interconnections increase, the following challenges (and effects) are arising:
1. Managing the manual approval process – straining the utility’s ability to meet service levels
2. Lack of consolidated data from installed DER’s – limiting the utility’s ability to plan its system, respond to outages, or account for resources in planning, operations and system load forecasting
3. Limited collaboration and communication tools between cities and utilities as they inspect systems – resulting in inefficiencies and redundancies
4. Difficult to forecast distributed generation – impacting system load requirements
As a refresher, Connect-the-Grid™ provides utilities, municipalities, and cooperatives the ability to:
1. Ease the application submission process through use of electronic forms by customers and contractors
2. Leverage workflow management features to better allocate staff resources
3. Utilize the master data set for DER asset tracking and reporting/dashboards
4. Deliver automatic notifications to utility staff when applications approach approval time requirements
5. Perform real-time distributed generation forecasting and more!
Contractors and electricity customers also benefit from the use of Connect-the-Grid™ through an improved customer experience.
FFIEC and NIST: What You Need to Know About Two Prevalent New IT Security Com...West Monroe Partners
Cybersecurity is an area of growing concern for financial institutions, especially in the face of recent high-profile data breaches. In June of this year, the Federal Financial Institutions Examination Council (FFIEC) released its Cybersecurity Self Assessment Tool (CAT) to help institutions determine their risks and evaluate their preparedness.
Cisco webinar serving the connected customergarycoville
This is a presentation delivered by Cisco and eGain in January 2015 focused on how to deliver the Total Customer Experience through an omni-channel solution
The insurance experience does not meet modern customer expectations. As a result, protection gaps are emerging for businesses and individuals. Meanwhile, costs are increasing across the industry from broker consolidation, regulatory changes, and competitive pressures. This is challenging existing business models and introducing new risks. New insurtech entrants are exploiting vulnerabilities by offering more transparent, convenient, and competitively priced solutions. To address these issues, there is a need to shift from linear supply chains to collaborative ecosystems that can provide a better customer experience, sales efficiency, and lower expenses across the industry.
Strengthening governance, risk and compliance in the insurance industryJordi Planas Manzano
The document discusses governance, risk, and compliance (GRC) initiatives in the insurance industry. It notes that while insurers have generally focused on cost control and risk avoidance, some are now seeing GRC as a strategic advantage. Integrating GRC can provide transparency, help identify risks, and enable timely responses. However, most insurers still struggle with complex, inconsistent processes across business units. Surveyed insurers reported benefits of automation like reduced errors, lower costs, and better decisions. Still, few have achieved full GRC capabilities due to barriers like cost and complexity. Successful GRC requires an enterprise-wide view of risk to support strategic decision making.
As our industry evolves increasingly faster, sustaining an existing (or winning an even larger) share of the $30 trillion insurance servicing opportunity requires using an integrated approach to business transformation.
TCS offers the NextGen Underwriting solution to help insurers improve their underwriting processes. The solution integrates disparate IT systems and provides underwriters access to critical internal and external data to improve risk assessment and simplify underwriting. It enables insurers to reduce costs, improve underwriter productivity and efficiency, and enhance the customer experience. Key components of the solution include risk assessment, underwriter collaboration, coverage suspension, and alerts.
Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology.
Learn how a virtual call center will renovate your business and change the industry as we know it.
ICT eGuide: Want to switch foundation technology for operational efficiencies...Niamh Hughes
How to plan UK communications infrastructure with foundation technology across telecoms, business broadband and networks utilising cloud, fibre and PWANs or SD WAN.
VMworld 2013: Transform IT Into a Service Broker – Key Success Factors VMworld
VMworld 2013
Moderator: Heman Smith, VMware
Paul Chapman, VMware
Kevin Lees, VMware
Rich Pleasants, VMware
Jeffrey Ton, Goodwill Industries of Central Indiana
Learn more about VMworld and register at http://www.vmworld.com/index.jspa?src=socmed-vmworld-slideshare
The document discusses the future of technical support as technology and the amount of information available grows increasingly complex. It notes that intelligent support systems that can diagnose and resolve issues automatically and proactively will be important to provide better customer experiences and reduce costs. The document also describes Troppus Software's Symbi platform, which uses semantic knowledge management and adaptive intelligence to provide automated support that is integrated with customer relationship systems.
The Future Is Now—Drive Workflow Efficiency & Improve Profitability with Robo...Kareo
This document discusses how robotic process automation (RPA) can help improve workflow efficiency and profitability for medical practices. RPA uses software "bots" to automate repetitive tasks like data entry, claims processing, payment posting, and report generation. This allows staff to focus on more meaningful work. The document outlines specific processes that can be automated, like claims submission and payment application. Medical practices that have implemented RPA report increased productivity and ability to scale more quickly.
EarthLink Top 5 Questions Asked of EarthLInk Network Engineers 2016Eric Hyman
The document summarizes the top 5 questions network engineers at EarthLink are asked by prospective customers. The questions focus on business issues like redundancy, availability, compliance, cloud services, and simplifying operations. For each question, the engineers provide insights into how they evaluate customers' needs and focus on understanding applications and business objectives rather than technical specifications. They emphasize the importance of consolidation with a single network provider and helping customers free up time and resources.
SirionLabs Webinar Featuring Forrester - Plugging Value Leakage in IT Outsour...SirionLabs
Slides from SirionLabs' webinar 'Plugging Value Leakage in IT Outsourcing Engagements' featuring Forrester VP and Principal Analyst, Andrew Bartels.
CIOs and their IT departments often struggle to achieve the full value in strategic IT Outsourcing engagements due to ineffective governance and lack of performance alignment between the enterprise and its suppliers.
This webinar explains:
- The growing importance of service providers to firms (both for IT and for business overall)
- Why the traditional tools and technologies are not adequate to manage today’s complex supplier management challenges
- How CIOs can take the lead in embracing specialized software tools to enable not just the IT organization but the entire enterprise to get the most value from their strategic services suppliers
Top 5 Consumer Expectations in the Insurance Industry - InvensisInvensis
Read what Consumers want from their Insurers (http://goo.gl/wJxHKE) and how outsourcing can help insurers to satisfy customers in the insurance industry. Top Five Consumer Expectations in the Insurance Industry which will help to keep insurance companies agile and efficient, and make them ready to meet the changing demands of their patrons.
Invensis Technologies (http://www.invensis.net) a leading IT BPO company with more than 14 years of experience, specializes in providing customer care, document process automation and IT services to insurance industries which helps insurance companies enable to leverage the new opportunities.
Please contact us at sales {at} invensis {dot} net OR Call us Now from US +1 (302)- 261-9036, UK +44 203 411 0183, AUS +61 3 8820 5183, IND +91 80 41155233 or browse (http://goo.gl/xmCoeO) for more details on our services.
Product overview of Hosted Claims Manager and Denials IQ presented by HealthCo Information Systems and GE's EDI team. Discover how these two EDI product innovations can improve your reimbursement processes and get your paid faster.
Key trends in technology, health insurance, and consumer preferences are changing staffing needs at medical practices. Patients expect a higher level of service. Does your practice have the technology—and the team—to deliver it? And if you add technology, how can you be sure your practice will be more productive? Above all, how do you use all your human and technology resources to maximize profit potential?
Having the right staff is the first step. The next is empowering them with the right tools and the right responsibilities. In this lively webinar, Laurie Morgan of Capko & Morgan will:
1. Explore new ways technology can empower staff to provide better patient service
2. Help you understand how front office technology differs from platform technology—and why that matters
3. Explain the connections between technology, productivity, patient service, and profit
See how the right mix of staff roles and technology can take your practice’s revenue and profit to the next level. It’s a presentation you can’t afford to miss!
Digital Transformation Requires a "Subscriber-First" ApproachBrian Metzger
Communications service providers (CSPs) are under intense competitive pressure to increase revenues and strengthen subscriber loyalty in markets around the globe. In order to thrive in this environment where over-the-top (OTT) players and other providers have utilized CSP networks to deliver innovative services, CSPs are now primed and ready to undergo digital transformation and develop new digital products and services that enhance the digital lifestyle of their subscribers.
Extensible DNS-based platforms and subscriber-centric applications are key enablers of digital transformation. They offer a more complete view of the customer and provide greater service agility to put subscribers in control of their own digital experiences. Once considered to simply be the “phone book” of the internet, the domain name system (DNS) has moved beyond the realm of passive internet look-up functionality and is now at the heart of digital transformation.
Switching Your Medical Practice Software Is Easier Than You ThinkKareo
This webinar discussed switching medical practice software. It covered why practices stay with or leave their current software, questions to consider regarding the need to switch, and preparing for change by creating a priority list and understanding what to expect from a new vendor. The webinar provided an overview of onboarding with Kareo, measuring the success of a switch, and how Kareo can help including their customer support team. Attendees were invited to ask questions.
Contact Center Cloud vs. On-Premise: Analyzing the CostsConnect First
The document compares the costs of cloud-based contact center solutions versus on-premise solutions over a five year period. It finds that a cloud-based solution for a 250-seat center would save over $760,000 in net present value compared to an on-premise system due to lower upfront costs, predictable operating costs, and included upgrades and maintenance. Cloud solutions are now used by over 60% of companies and offer advantages in flexibility, scalability, and lower total cost of ownership over time.
The Only Complete Technology Platform for Your Independent PracticeKareo
Who is Kareo?
Kareo makes it easier and more rewarding for you to run an independent medical practice. We offer the only cloud-based, clinical and business management technology platform dedicated to serving the unique needs of independent practices. Our software helps you find and engage with patients, run a smarter business, provide better care, and get paid faster. More than 35,000 healthcare providers rely on Kareo with nearly 150,000 users logging in to our software every day.
How is Kareo Different?
Unlike other companies that built their offering for large medical groups or hospitals, Kareo is purpose-built for the work flows and unique needs of the independent practice.
The result is an affordably-priced platform without the bells and whistles that you don’t need.
Kareo is Friendly, Flexible, and Transparent
We run our company based on business practices that are friendly, flexible, and transparent because we know you are relying on us to help you succeed.
As a Kareo customer, you’ll feel appreciated and supported due to the many benefits including:
• Free onboarding including access to your own Success Coach
• No long-term contracts and flexibility to adjust your subscription without penalty
• A clear and simple pricing model that offers affordable ways to grow your practice
• Easy access to support via phone, chat, and email at no additional cost
Admiral Case study examining the integrated Verint Speech Analytics application which is used to transcribe, categorise,
and analyse calls from three of Admiral’s largest service departments, helping to pinpoint insights quickly and accurately.
This document discusses the importance of user experience (UX) in asset management software. It argues that UX is often neglected in business-to-business software, but that a good UX can increase productivity and reduce errors. It provides examples of how most asset management solutions fail at UX by not properly considering the needs of different user types or keeping interfaces intuitive over the long lifespan of the software. The document also provides questions organizations can ask to assess the UX of their current asset management solution.
5 Tactics for Promoting Utility Customer Self-Service SolutionsiFactor
When utilities release self-service technologies allowing their customers to pay bills, monitor their energy use, or report power outages, their customers aren't always quick to participate. However, by implementing the five marketing tactics discussed in this slide show, utilities can dramatically increase adoption of their self-service solutions.
iFactor Four Major Trends Driving Customer Communications and What Every Util...iFactor
The document discusses 4 major trends impacting utility customer communications: 1) Increased natural disasters are causing more power outages and communication needs. 2) Proliferation of mobile technology means more customers using mobile phones and tablets to interact with utilities. 3) New legislative requirements are mandating stricter communication guidelines during outages. 4) Changes in utility technology and billing practices will require improved communication for new programs like smart meters and pre-pay accounts. Utilities need to embrace these changes by updating systems, exceeding communication expectations across multiple channels, and viewing new technologies as opportunities to improve customer service.
This document summarizes research on the relationship between social media reviews and retail performance at AT&T stores. It describes Hofstede's cultural dimensions theory, which was used to analyze customer sentiment data collected through surveys. A correlation matrix shows relationships between cultural factors like indulgence and customers' experiences at different AT&T stores. The findings show that while some stores in Plano, Richardson, and Frisco have similar cultural scores, customer experiences varied greatly. The document recommends that AT&T improve social media customer response and implement a centralized customer review system to better monitor store performance.
This document provides an overview of secondary market research sources and methods that can be used for entrepreneurship and faculty projects. It discusses using existing surveys, market research reports, industry reports, business news, competitive analysis, and government sources. Some key secondary research tactics highlighted are finding growing industries, new trends, niches, areas lacking competition, and emerging business practices. The document encourages understanding the market, industry, consumers, and competitors.
Call centers know that there has to be a more modern way to enhance their call center solutions than traditional telephony. Good news: The future of call centers is here, and it’s looking cloudy for outdated call center technology.
Learn how a virtual call center will renovate your business and change the industry as we know it.
ICT eGuide: Want to switch foundation technology for operational efficiencies...Niamh Hughes
How to plan UK communications infrastructure with foundation technology across telecoms, business broadband and networks utilising cloud, fibre and PWANs or SD WAN.
VMworld 2013: Transform IT Into a Service Broker – Key Success Factors VMworld
VMworld 2013
Moderator: Heman Smith, VMware
Paul Chapman, VMware
Kevin Lees, VMware
Rich Pleasants, VMware
Jeffrey Ton, Goodwill Industries of Central Indiana
Learn more about VMworld and register at http://www.vmworld.com/index.jspa?src=socmed-vmworld-slideshare
The document discusses the future of technical support as technology and the amount of information available grows increasingly complex. It notes that intelligent support systems that can diagnose and resolve issues automatically and proactively will be important to provide better customer experiences and reduce costs. The document also describes Troppus Software's Symbi platform, which uses semantic knowledge management and adaptive intelligence to provide automated support that is integrated with customer relationship systems.
The Future Is Now—Drive Workflow Efficiency & Improve Profitability with Robo...Kareo
This document discusses how robotic process automation (RPA) can help improve workflow efficiency and profitability for medical practices. RPA uses software "bots" to automate repetitive tasks like data entry, claims processing, payment posting, and report generation. This allows staff to focus on more meaningful work. The document outlines specific processes that can be automated, like claims submission and payment application. Medical practices that have implemented RPA report increased productivity and ability to scale more quickly.
EarthLink Top 5 Questions Asked of EarthLInk Network Engineers 2016Eric Hyman
The document summarizes the top 5 questions network engineers at EarthLink are asked by prospective customers. The questions focus on business issues like redundancy, availability, compliance, cloud services, and simplifying operations. For each question, the engineers provide insights into how they evaluate customers' needs and focus on understanding applications and business objectives rather than technical specifications. They emphasize the importance of consolidation with a single network provider and helping customers free up time and resources.
SirionLabs Webinar Featuring Forrester - Plugging Value Leakage in IT Outsour...SirionLabs
Slides from SirionLabs' webinar 'Plugging Value Leakage in IT Outsourcing Engagements' featuring Forrester VP and Principal Analyst, Andrew Bartels.
CIOs and their IT departments often struggle to achieve the full value in strategic IT Outsourcing engagements due to ineffective governance and lack of performance alignment between the enterprise and its suppliers.
This webinar explains:
- The growing importance of service providers to firms (both for IT and for business overall)
- Why the traditional tools and technologies are not adequate to manage today’s complex supplier management challenges
- How CIOs can take the lead in embracing specialized software tools to enable not just the IT organization but the entire enterprise to get the most value from their strategic services suppliers
Top 5 Consumer Expectations in the Insurance Industry - InvensisInvensis
Read what Consumers want from their Insurers (http://goo.gl/wJxHKE) and how outsourcing can help insurers to satisfy customers in the insurance industry. Top Five Consumer Expectations in the Insurance Industry which will help to keep insurance companies agile and efficient, and make them ready to meet the changing demands of their patrons.
Invensis Technologies (http://www.invensis.net) a leading IT BPO company with more than 14 years of experience, specializes in providing customer care, document process automation and IT services to insurance industries which helps insurance companies enable to leverage the new opportunities.
Please contact us at sales {at} invensis {dot} net OR Call us Now from US +1 (302)- 261-9036, UK +44 203 411 0183, AUS +61 3 8820 5183, IND +91 80 41155233 or browse (http://goo.gl/xmCoeO) for more details on our services.
Product overview of Hosted Claims Manager and Denials IQ presented by HealthCo Information Systems and GE's EDI team. Discover how these two EDI product innovations can improve your reimbursement processes and get your paid faster.
Key trends in technology, health insurance, and consumer preferences are changing staffing needs at medical practices. Patients expect a higher level of service. Does your practice have the technology—and the team—to deliver it? And if you add technology, how can you be sure your practice will be more productive? Above all, how do you use all your human and technology resources to maximize profit potential?
Having the right staff is the first step. The next is empowering them with the right tools and the right responsibilities. In this lively webinar, Laurie Morgan of Capko & Morgan will:
1. Explore new ways technology can empower staff to provide better patient service
2. Help you understand how front office technology differs from platform technology—and why that matters
3. Explain the connections between technology, productivity, patient service, and profit
See how the right mix of staff roles and technology can take your practice’s revenue and profit to the next level. It’s a presentation you can’t afford to miss!
Digital Transformation Requires a "Subscriber-First" ApproachBrian Metzger
Communications service providers (CSPs) are under intense competitive pressure to increase revenues and strengthen subscriber loyalty in markets around the globe. In order to thrive in this environment where over-the-top (OTT) players and other providers have utilized CSP networks to deliver innovative services, CSPs are now primed and ready to undergo digital transformation and develop new digital products and services that enhance the digital lifestyle of their subscribers.
Extensible DNS-based platforms and subscriber-centric applications are key enablers of digital transformation. They offer a more complete view of the customer and provide greater service agility to put subscribers in control of their own digital experiences. Once considered to simply be the “phone book” of the internet, the domain name system (DNS) has moved beyond the realm of passive internet look-up functionality and is now at the heart of digital transformation.
Switching Your Medical Practice Software Is Easier Than You ThinkKareo
This webinar discussed switching medical practice software. It covered why practices stay with or leave their current software, questions to consider regarding the need to switch, and preparing for change by creating a priority list and understanding what to expect from a new vendor. The webinar provided an overview of onboarding with Kareo, measuring the success of a switch, and how Kareo can help including their customer support team. Attendees were invited to ask questions.
Contact Center Cloud vs. On-Premise: Analyzing the CostsConnect First
The document compares the costs of cloud-based contact center solutions versus on-premise solutions over a five year period. It finds that a cloud-based solution for a 250-seat center would save over $760,000 in net present value compared to an on-premise system due to lower upfront costs, predictable operating costs, and included upgrades and maintenance. Cloud solutions are now used by over 60% of companies and offer advantages in flexibility, scalability, and lower total cost of ownership over time.
The Only Complete Technology Platform for Your Independent PracticeKareo
Who is Kareo?
Kareo makes it easier and more rewarding for you to run an independent medical practice. We offer the only cloud-based, clinical and business management technology platform dedicated to serving the unique needs of independent practices. Our software helps you find and engage with patients, run a smarter business, provide better care, and get paid faster. More than 35,000 healthcare providers rely on Kareo with nearly 150,000 users logging in to our software every day.
How is Kareo Different?
Unlike other companies that built their offering for large medical groups or hospitals, Kareo is purpose-built for the work flows and unique needs of the independent practice.
The result is an affordably-priced platform without the bells and whistles that you don’t need.
Kareo is Friendly, Flexible, and Transparent
We run our company based on business practices that are friendly, flexible, and transparent because we know you are relying on us to help you succeed.
As a Kareo customer, you’ll feel appreciated and supported due to the many benefits including:
• Free onboarding including access to your own Success Coach
• No long-term contracts and flexibility to adjust your subscription without penalty
• A clear and simple pricing model that offers affordable ways to grow your practice
• Easy access to support via phone, chat, and email at no additional cost
Admiral Case study examining the integrated Verint Speech Analytics application which is used to transcribe, categorise,
and analyse calls from three of Admiral’s largest service departments, helping to pinpoint insights quickly and accurately.
This document discusses the importance of user experience (UX) in asset management software. It argues that UX is often neglected in business-to-business software, but that a good UX can increase productivity and reduce errors. It provides examples of how most asset management solutions fail at UX by not properly considering the needs of different user types or keeping interfaces intuitive over the long lifespan of the software. The document also provides questions organizations can ask to assess the UX of their current asset management solution.
5 Tactics for Promoting Utility Customer Self-Service SolutionsiFactor
When utilities release self-service technologies allowing their customers to pay bills, monitor their energy use, or report power outages, their customers aren't always quick to participate. However, by implementing the five marketing tactics discussed in this slide show, utilities can dramatically increase adoption of their self-service solutions.
iFactor Four Major Trends Driving Customer Communications and What Every Util...iFactor
The document discusses 4 major trends impacting utility customer communications: 1) Increased natural disasters are causing more power outages and communication needs. 2) Proliferation of mobile technology means more customers using mobile phones and tablets to interact with utilities. 3) New legislative requirements are mandating stricter communication guidelines during outages. 4) Changes in utility technology and billing practices will require improved communication for new programs like smart meters and pre-pay accounts. Utilities need to embrace these changes by updating systems, exceeding communication expectations across multiple channels, and viewing new technologies as opportunities to improve customer service.
This document summarizes research on the relationship between social media reviews and retail performance at AT&T stores. It describes Hofstede's cultural dimensions theory, which was used to analyze customer sentiment data collected through surveys. A correlation matrix shows relationships between cultural factors like indulgence and customers' experiences at different AT&T stores. The findings show that while some stores in Plano, Richardson, and Frisco have similar cultural scores, customer experiences varied greatly. The document recommends that AT&T improve social media customer response and implement a centralized customer review system to better monitor store performance.
This document provides an overview of secondary market research sources and methods that can be used for entrepreneurship and faculty projects. It discusses using existing surveys, market research reports, industry reports, business news, competitive analysis, and government sources. Some key secondary research tactics highlighted are finding growing industries, new trends, niches, areas lacking competition, and emerging business practices. The document encourages understanding the market, industry, consumers, and competitors.
New York Gas Group 2002 - Gas Infrastructure for Power Marketscneill6
This document summarizes a study analyzing the interaction between New York's gas and electric systems. Key questions examined include whether gas demand will exceed supply and the systems' ability to respond to losses of gas facilities or changes in electric generation. The study models various gas pipeline expansion scenarios and levels of gas-fired power plant additions. Results show gas supplies are generally adequate but some short-term shortages could occur during electric peaks, which oil backup generation can address. Expanded gas pipelines further improve the gas supply/demand balance, especially in the downstate area.
This document announces a case competition hosted by Parrish Library at Purdue University. Teams are tasked with analyzing the cold cereal market and recommending strategies for Post Holdings to defend its market position against smaller brands. The timeline provides key dates for the competition: teams must submit a 10-20 slide PowerPoint presentation and 1-page executive summary by October 5th. The top three teams will present their solutions on October 9th, with the winning team announced at the end. Teams are instructed to research Post Holdings brands and the adult cereal market, and define a target segment along with an implementation plan for Post.
Slide deck for NBA Case Competition 2011 held by the Rotman Commerce Marketing Association.
By: Jung Lee, Alice Li, Rebecca Zhao, Maokai Shen, Jessie Zhou
Securing your Windows Network with the Microsoft Security BaselinesFrank Lesniak
IT professionals everywhere strive to secure their network, but it can be a daunting task. Luckily, Microsoft provides some boilerplate templates to get you started.
In this session, Frank begins by providing an overview of the Microsoft Security Baselines, explaining what they are and how they relate to the Center for Internet Security (CIS) Benchmarks, why Security Baselines are important (especially in PCI- or HIPAA-regulated environments), what to expect to change when implementing a baseline, when it is appropriate to implement a Microsoft Security Baseline, and provide you with project success criteria.
Then it's time for the details: Frank explains how to inventory your systems, how to download the Microsoft Security Baselines, how to apply your first Baseline to Active Directory, and how to manage the implementation---including recommendations on how to make changes (or "overrides") to the Security Baselines both from a process standpoint and a technical standpoint (using Group Policy Management).
The acquisition of Genentech by Roche would provide several strategic benefits. It would increase Roche's market power in the biotechnology industry by acquiring Genentech's large market share and barrier to market entry. The acquisition also reduces Roche's financial and operational risks by diversifying its product portfolio. Synergies from cost cutting and new opportunities could generate an estimated net present value of $3.09 billion for Roche. Based on discounted cash flow, comparable company, and precedent transaction analyses, the estimated enterprise value for Genentech is $107 billion, implying an acquisition offer price of $98 per share.
2016 Deloitte Case Competition Presentation by The D.R.E.A.M. TeamJoshua Williams IV
At the University of California A. Gary Anderson Graduate School of Management, students of The Summer Institute for Emerging Managers and Leaders (SIEML) were challenged to create a business strategy for AtoZ.com, an online retail company. Representatives from our leading corporate sponsor, Deloitte, were presented this presentation during the 2016 case competition.
Harvard Business School Case Study on Southwest AirlinesPramey Zode
Southwest Airlines has been successful due to its principal values, creation of a unique culture, and business model focused on operational simplicity and low costs. Some strengths that have contributed to its success include having a friendly approach with customers, innovative retention strategies, and a strong work culture. However, the airline is dependent on a single airplane producer and faces threats from increasing costs and competition from other carriers offering similar low-cost services. Overall, Southwest has created a memorable brand focused on customer service through strategies like empowering employees and prioritizing building relationships.
The document discusses Bain & Company's pursuit of a 5-star employee experience. Bain is a top global management consulting firm with over 5,700 employees in 51 offices worldwide. It aims to be the #1 best place to work and achieve high levels of employee advocacy. The company measures its success through client results and impact, and supports employees with onboarding, training, mentors, and a culture that ensures no one fails.
What Is Customer Effort Score and How Do You Measure CES?Kayako
What is customer effort score (CES)?
This metric shows how much effort the customer thinks they had to put in to have their problem resolved. It’s a survey question “How easy was it for you to get your problem solved?” (scale of 1 to 5)
Why should you measure customer effort scores?
Knowing your CES allows you to see what needs to be done to improve the way your support team interacts with your customers.
It is a strong predictor of future customer loyalty – those with high effort scores are less likely to become return customers.
Learn everything you need to know about customer service metrics: https://blog.kayako.com/customer-support-metrics/
Southwest Airlines has maintained profitability for 36 consecutive years despite challenges from increasing fuel costs, economic downturns, and competitive threats. Key questions examined were whether Southwest could continue relying on fuel hedging for cost control, if its point-to-point model would remain effective as it expands, and if major airlines adopting low-cost strategies would threaten Southwest. Southwest was also discussed expanding internationally using its 737 fleet and maintaining positive employee and customer relations crucial to its low-cost advantage.
Accenture Customer Experience Solution for Utilitiesaccenture
This document discusses four key forces shaping the utility marketplace: personalized energy, asymmetric competition, digital interactions, and shifting regulatory frameworks. It also summarizes that digital consumers offer more business value as they are more satisfied, trusting, and likely to participate in utility programs and share information. Finally, it promotes Accenture's customer experience solution for utilities that combines Salesforce capabilities to deliver an enhanced, continuous customer experience across marketing, sales, service and operations.
Bain & Company is a global strategic consulting firm established in 1973 with 49 offices worldwide and over 5,500 employees. It has a 31% market share and is ranked 4th among the top 15 employers. Bain provides consultancy services across various industries like financial services, healthcare, retail, technology, telecommunications, energy, and private equity. It offers services related to performance improvement, strategy, mergers and acquisitions, organization change management, IT, and customer strategy. Bain has a typical career progression where associates and consultants gain experience and take on greater responsibilities like case team leader, manager, principal, and partner roles.
The Accenture Technology Vision 2016 for Utilitiesaccenture
The document discusses 5 trends for utilities organizations to embrace digital technologies: 1) Intelligent automation using artificial intelligence to create new solutions, 2) A "liquid workforce" with digital skills to adapt to changing needs, 3) Adopting platform-based business models to engage partners, 4) Anticipating "predictable disruptions" from new digital ecosystems, and 5) Focusing on "digital trust" through security and ethics as trust is key in the digital economy. Utilities executives surveyed believe these trends will significantly impact their industry in the coming years as technologies accelerate.
Southwest Airlines was founded in 1971 in Dallas, Texas. It has a strong organizational culture focused on values like family, equality, dedication, and fun. The CEO, Herb Kelleher, fostered an informal, transactional leadership style where he treated employees like family. Southwest utilizes selective recruiting and training to socialize new employees into the culture. It has been successful in capturing value through high customer satisfaction driven by happy employees and a competitive low-cost business model that has been difficult for competitors to copy.
Southwest Airlines was expecting delivery of two new planes and needed to decide how to operate them while preserving their unique culture. Southwest pioneered the low-cost carrier model with low fares, high frequency flights, and a focus on customer service. They prioritized hiring for attitude over skills and emphasized teamwork and employee ownership to build a fun and casual culture. The case discusses how Southwest could expand strategically while maintaining their low-cost advantages and culture.
Utilizing Voice of the Customer Insights to Improve Customer Experiences and ...Anthony Salerno
Find out how your utility can improve customer experience through an effective Voice of the Customer program. We will discuss what a VoC program is, and take a look at how to implement this type of program within your business.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Digital Customer Service is customer service that is provided through digital channels, like website support, live chat, email, social media and messaging apps.
As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. By adding new digital silos, many companies have created disjointed islands of context, knowledge bases and automation. However, if digital self-serve and human support are fully integrated and aligned to customer needs and expectations, digital customer service can bring significant benefits such as increased revenue, reduced cost to serve, and higher customer satisfaction.
This presentation defines what digital customer service is and the importance of creating a smooth and seamless omnichannel support for a compelling customer experience. It explains the eight most commonly used digital channels and the mistakes to avoid. Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best practices to manage an omnichannel support system.
LEARNING OBJECTIVES
1. Acquire knowledge and the key concepts of Digital Customer Service
2. Describe the approach, practices and skills for delivering efficient and effective Digital Customer Service
3. Highlight the pitfalls to avoid and success factors for Digital Customer Service
CONTENTS
1. Introduction and Key Concepts of Digital Customer Service
2. Approaches and Practices of Digital Customer Service
3. Techniques and Skills for Human Supported Digital Customer Service
4. Pitfalls to Avoid and Factors for Success
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
The document discusses the importance of voice of the customer (VoC) strategies for companies over the next 10 years. It states that the most successful companies will be those that align everything they do to customer outcomes. It provides an overview of applying VoC, including understanding customer touchpoints, optimizing customer journeys, surveying customers, analyzing feedback, and using insights to improve processes. It emphasizes the need for VoC programs to include employee and stakeholder feedback as well.
Webinar voice of the customer best practices 100814 finalQualtrics
In the era of immediacy, customers are more demanding than ever and driving the need for fast and frequent voice of the customer insights. If organizations don't listen and improve, customers will go elsewhere.
Join featured speaker Maxie Schmidt-Subramanian of Forrester Research Inc. and Qualtrics experts, as they share the latest research and best practices around voice of the customer (VoC) programs. Specifically, they'll dive into tips and techniques you can apply to ensure your customer's voice is heard and your products and services are continuously improved.
Change, innovate, explore and adjust. These will become the hallmarks of financial institutions that survive and thrive in today’s consumer-driven market. Digital Insight explored importance of an omni-channel offering in today's marketplace, why more engagement across all channels is critical, and how to get started on developing your own omni-channel strategy.
Operating in today’s competitive environment proactive measures must be taken to protect and improve the relationship and engagement with critical resources.
InfoQuest®, BSI’s proprietary “Voice Of” tool, provides candid responses regarding all aspects of your business relations. As important, the BSI/InfoQuest® program provides access to vital information that can alert you to financial and/or operational risks.
Find out how Voice-Of and Survey Services from BSI can help you maximize results through customer centric value-chain improvement.
At West Monroe we work with banks and credit unions trying to transform their business with greater operational efficiency and through revenue diversification by improved cross-selling of non-interest products. We’ve worked with places like United Federal Credit Union and Midland States Bank to bring our consulting expertise in strategy, business process, and Salesforce.com as an enabling technology to fundamentally change their business.
This document discusses how digital disruption is changing customer expectations and behaviors. It highlights the need for companies to deliver personalized, cross-channel customer experiences in order to thrive in today's environment. The Oracle Customer Experience Cloud is presented as a solution that connects every customer engagement across the buy-own cycles through applications for marketing, sales, commerce, service, and social. It provides standardized, integrated processes and industry-specific solutions to help companies improve the customer experience.
The document discusses implementing a Voice of the Customer (VoC) strategy to better align companies with customer needs and improve business performance. It provides guidance on collecting customer feedback through multiple channels, analyzing insights in real-time, and using the information to optimize processes and drive innovation. A case study is presented of an insurance company that increased member retention and return per member by implementing a VoC software solution to gather multi-channel feedback.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
The document discusses creating a customer-centric enterprise. It describes Corporate Express's journey to centralize customer data and focus on customer needs across channels. Key steps included identifying where customer data resides, using Salesforce for sales management, and driving cultural change. Roadblocks included change management, but results included improved data sharing and a voice of the customer. GMAC Mortgage used Salesforce to distribute account assignments and hold sales teams accountable. Results included cleaner reporting and focus on assigned accounts. Accenture discussed challenges in gaining a holistic customer view and creating relevant messages, and the importance of customer loyalty for business growth.
This document discusses Centro's MediaOps service, which provides end-to-end digital campaign operations for agencies to help address issues around profitability, execution challenges, and staffing constraints. MediaOps takes over campaign setup, tracking, reporting, optimizations, and other functions so agencies can focus on strategy. The service offers benefits like improved delivery rates and a variable cost model. It is targeted towards mid-sized agencies and can help agencies improve efficiency and profitability of their digital media businesses.
Whether they contact you on the phone, on your website, via instant messaging, or on social media, today’s utility customers expect a coherent and continuous experience. A customer journey that starts on the website might continue on social media and conclude on the phone. Learn how utilities are orchestrating journeys across all channels to create a seamless, integrated, and consistent experience.
- Frost & Sullivan recognizes inContact for its achievements in cloud contact center solutions, awarding it the 2012 North American Company of the Year Award.
- inContact has successfully implemented its growth strategy, growing its hosted contact center market share and revenues through strategic partnerships and expanding into new industries and global markets.
- inContact continues to innovate, developing and enhancing its cloud-based contact center products and technologies to meet evolving market needs.
Donna Wieringa is a senior-level manager with over 20 years of experience leading customer service and quality assurance teams in the telecommunications industry. She has a track record of strategic leadership, operational transformation, and driving results through process optimization and automation. Her experience includes managing multi-site operations, developing high-performing teams, and improving the customer experience. She is currently the Director of Low Speed TDM Network Support at AT&T, overseeing four customer care centers handling over 1.2 million tickets annually.
Forrester Names Zendesk a 'Strong Performer' in Customer Service Solutions fo...David Martinez Calduch
The document summarizes Forrester's evaluation of 11 customer service solutions for midsize organizations. It provides an overview of the customer service solutions market and why delivering good customer service is important but challenging for organizations. It also describes Forrester's evaluation criteria and process for assessing the vendors. The key vendors meet Forrester's criteria of offering multifunctional customer service applications and omnichannel capabilities. The evaluation analyzed each vendor's current offering, strategy, and market presence to provide guidance to customer service professionals on selecting the right partner.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
The document summarizes a webinar presented by Cornerstone Advisors and Digital Insight on mapping business strategies to changing consumer behavior and delivery redirect. It discusses how consumer discovery, onboarding, experience, and advocacy have changed with new digital and social media channels. It presents a spectrum of delivery redirect strategies from physical focus to digital forte. Examples are given of credit unions that have successfully redirected their delivery channels. Steps outlined for financial institutions include aligning delivery strategies with corporate strategies and developing a channel roadmap that considers customer values, costs and contributions to sales.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
Metrics that Wow! How Coremetrics Became the Customer Service Model of SuccessParature, from Microsoft
A customer-centric culture has never been more important to organizations than it is today, and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.
But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?
:: Customer satisfaction improved to 90%
:: Agent responsiveness is up to 92%
:: Agent product knowledge grew to 91%
:: Customer loyalty jumped to 93%
This eye-opening webinar helps you to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.
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30. Thank You
Dave Nash
Customer Experience
Chicago, IL
dnash@westmonroepartners.com
Jack Winter
Energy & Utilities
Chicago, IL
jwinter@westmonroepartners.com
DN