A Rapide Thought Leadership Webinar
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14.00-15.00pm 29th of February
Everyone knows that in today’s always on, always connected world, customers (both internal and external) are more demanding than ever. For the utilities sector this matters more than most. That’s because those responsible for public infrastructure – like energy, water and communications – are often legally required to operate at a certain level or risk being financially penalised by their regulatory authorities. That’s why many modern utilities are taking a different approach. By engaging their customers and employees in real-time they’re able to monitor their sentiment and take action straight away. This webinar will examine the merits of real-time interaction right across the utilities sector, from being able to prove a level of service delivery and measure performance against peers to preventing customer churn and developing loyalty through ground breaking customer service.
Our expert panel includes:
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Morag Kent, Marketing Manager and
Global Lead for Voice of The Customer Projects
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As global lead for Voice of the Customer projects at Veolia Water, Morag is an expert in understanding the need for timely, relevant and cost effective customer feedback. With over 12 years Marketing experience in Financial Services, Publishing and now Utilities, she’s spent the last 5 years within a Customer Relations department, balancing commercial demands with a keen eye on customer satisfaction. Morag believes brands are largely created through the customer experience and that it is vital companies leverage the power consumers hold. Despite the water industry being monopolistic, the regulator Ofwat has very high expectations of customer service and attaches financial reward or penalty accordingly. Veolia Water use customer feedback as a key strategic tool to ‘compete’ with their water company peers, improving their processes and assisting staff development. They were the first water company in the UK to use SMS for customer feedback and to employ NPS.
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Mike Bromilow, Director & Client Consultant,
Rapide - The Moments of Truth Company |
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Mike Bromilow is Director & Client Consultant for Rapide – The Moments of Truth Company ®. Prior to joining Rapide, Mike was VP EMEA at Knoa Software Inc., a leading provider of end-user experience management solutions and before that Managing Director, EMEA for Gomez Inc., the leader in “On-demand” Internet Performance Management.
With over 25 years of experience in customer facing roles it is his passion for delivering excellent customer service that has been integral to his success.
In his current role Mike’s chief responsibility is to deliver compelling value propositions to Rapide’s FTSE clients that help them leverage the power of the moment of truth and real-time customer engagement.
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Jeff Green, Utilities Client Manager,
Rapide - The Moments of Truth Company |
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As Major Account Manager for Rapide Jeff uses his decade’s experience to help his clients drive cultural change from within.
He takes pride in taking a consultative approach to his accounts, taking the time to get to know their key business challenges before recommending innovative solutions.
His role at Rapide has seen him work alongside some of the UK’s most prominent Utility companies.
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This thought leadership webinar is designed for Directors & Senior Level Executives responsible for customer experience and engagement in the utilities sector.
Register now to:
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Hear how Veolia Water became the first UK Water company to use text messages and the NPS metric as a way of monitoring customer satisfaction with response rates of over 15% |
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Learn how real-time feedback solutions like Rapide’s Rant & Rave have revolutionised operational performance management in the utilities sector |
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Find out how, at a time when the energy sector scored just 2% in a YouGov customer satisfaction survey - behind even the banks, real-time interaction can help you satisfy existing customers and win the war for new ones |
How can I interact with speakers and other viewers?
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Pose questions live throughout the webinar or submit questions when you register for Real-Time Customer Feedback In The Utilities Sector |
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Follow us on Twitter @Rapide for industry news and insight and use #Utilities to interact with your industry peers during the webinar |
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