CX TALK: The Omni-Channel Experience of CenterPoint Energy

Gregory Knight is the SVP & Chief Customer Officer at CenterPoint Energy. At the Executive Customer Contact Exchange US he held a presentation around the omni-channel experience at the company. He talks about the journey at CenterPoint Energy from the importance of VOC to a new predictive and proactive IVR service, and how social media ties into this. Watch the full presentation below.
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