Equipping field workers for customer service

Event Date: 05/03/2021 1:00 pm

A webinar to explore the building blocks required for smart, customer-centric field operations in the UK utilities industry, including discussion of ideal operating models, necessary skill sets and the role of digital transformation.

To register now or listen on demand, click here.

Utilities have been on a drawn-out transition from engineering focussed business models to customer centricity for many years. More recently however, the introduction of new and more demanding regulatory metrics for customer satisfaction, along with the pressures of coronavirus, have added impetus to this trend and sharpened focus on the role of field personnel as front line service representative for utilities.

As energy and water companies move to sustain the momentum provided by these spurs, Utility Week – in association with Salesforce – hosts a timely webinar to explore the building blocks of a truly customer-focussed field force.

Key discussion points will include:

  • Why is it necessary to equip field staff for customer service?
  • What leaps have been made in this area, and where do barriers/improvement opportunities remain?
  • How has Covid changed what customers expect or want from field operatives by way of interaction/service?
  • How close are utilities to giving operatives real time information about customer impacts from asset issues?
  • How important is it for field devices to keep pace with the experience and usability of consumer technology?
  • What are the best ways to develop customer service skills and competencies in the field force in the ongoing environment of Covid?

Speakers will include:

  • Jane Gray, content director Utility Week (chair)
  • Mike Lewis, digital transformation director, Salesforce
  • Simon Chadwick, digital services director, United Utilities
  • Graham Halladay, operations director, Western Power Distributions
  • Michael Lapper, head of customer experience, Cadent Gas

To register now or listen on demand, click here.