Case History on Enabling First-Class Self-Serve

Moderator:
Michelle Henry, Senior Vice President, Customer Experience, FirstEnergy

Abstract:
Drawing from the customer experience when changing electric service or moving, this discussion will illustrate how FirstEnergy identified self-service opportunities, deployed impactful tools and effectively promoted it to support customer adoption.

Key Take-Aways:

• Ways to use data to identify customer-focused solutions that increase efficiency and productivity
• Lessons learned around cross-functional teamwork that supports successful technology development and deployment
• Techniques to ensure effective marketing that drives self-service tool adoption rates