How ComEd Powers Lives with a Commitment to CX Culture
ComEd, an energy provider with a service area covering Chicago and northern Illinois, has responded to an historically difficult year efficiently and empathetically thanks to an ingrained culture of listening to its customers.
Reading customer comments and deriving insight from CX and VoC data have guided company decisions no matter the disaster—from the COVID-19 pandemic to a Derecho storm which knocked out power to 900,000 customers in their service area.
In this moderated discussion, Paula Corey, Manager, Premiere Customer Experience, and Tracy Karpinski, Sr. eChannels Program Manager, will discuss how their CX and digital teams provided the framework and data needed to return power—literally and figuratively—to customers.
They'll be joined by Karly Szczepkowski, Research Analyst at Verint, to provide broader context with data and anecdotes from our recent VXI: Energy Utilities research.
Manager, Premiere Customer Experience, ComEd
Sr. eChannels Program Manager, ComEd