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. To continue reading this story Click Here