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.
For more from the Executive Customer Contact Exchange US, also check out:
- CX TALK: Duke Energy's Customer-First Strategy
- CX TALK: Disney’s Key to Surprising and Delighting Guests
- CX TALK: Sears’ Transformational Customer Service Journey
- CX TALK: Forrester on the Data-Driven Design Evolution
- CX TALK: How CREDO Creates an Emotional Customer Connection
- CX TALK: The Three Es of Eerie Insurance – Ease, Experience and Expertise