Customer Experience Transformation
Proven Experience to Support Re-engineering Your Customer Experience
More than ever before, senior utility customer executives are tasked with charting their organization’s course at a challenging and uncertain time. Customers’ energy options continue to grow; at the same time their expectations are rising. Customers expect utilities to provide services that match their experiences with online banking, web shopping, and digital communication. Financially, utilities face low load growth and competing budget priorities that make it challenging to “meet customers where they are.” Finally, many of the ways utilities have historically measured and monitored customer satisfaction and business performance make it impossible to respond to the customer in an accurate and timely way.
EnergySavvy’s Customer Experience Transformation practice helps diagnose, design, and implement strategic solutions to the most pressing customer-management issues that utility leaders face. Drawing on our experience working with nearly 40 utilities and state energy programs and through partnerships with leading industry veterans, EnergySavvy’s advisory team can develop and execute a Customer Experience Transformation plan in such areas as:
- Strategic Customer Experience Transformation roadmap
- Customer Journey Mapping
- Brand and Reputation
- Organizational Structure and Alignment
- Core Process and Systems Performance
- Communication Systems
- Data and Analytical Capabilities
VP Client Engagement
Michael leads EnergySavvy’s client engagement team and is responsible for helping our customers design and implement effective solutions utilizing our products and industry best practices. Prior to joining EnergySavvy, Michael led national service teams for Microsoft, Rapt and Macrovision and Synopsys and has developed solutions and strategic services for online advertising, software licensing and electronic design automation. Michael holds an MBA from Columbia Business School and a BS in electrical engineering from the University of Michigan.
Client Engagement Director
Graham gets excited about making buildings and energy-efficiency programs work better. A LEED Accredited Professional, Graham has developed energy strategies for clients ranging from private-equity firms to major utilities. He holds a degree in product design from Stanford, an MS in Natural Resources and an MBA from the University of Michigan, and serves on the board of a local foundation. In his spare time, Graham kills houseplants and can be spotted backpacking and baking pizza (often together).
Chief Customer Officer Advisor
Jim Madej is is an experienced C-level executive with extensive experience in re-engineering programs, products, and services that improve customer experience and satisfaction.
Jim was Chief Customer Officer for National Grid USA for 6 years where he overhauled all customer facing functions including restructuring the sales force, analyzing and revamping customer service, developing a reputation tracking scorecard, and creating a new supplier strategy.