Accelerating Citizens Energy Group's Customer Service Transformation with an Agile and Flexible CIS
Utilities, an industry that has historically been unilateral, must now adopt change the way they work to meet the ever-rising demands of the increasingly involved consumers. A customer service transformation is a herculean task for utilities. But it’s one that’s worth the journey. In this video, Ashiss Kumar Dash, Segment Head - Services, Utilities, Resources, Energy, Infosys, Curtis Popp, Vice President of Customer Operations and Jeff Ford, Director of Billing and Customer Service, briefly discuss the importance of customer service and the strategy that Citizens Energy Group followed for their implementation.
Citizens Energy Group (CEG) is a broad-based utility service company, providing natural gas, thermal energy, water, and wastewater services to about 800,000 people and thousands of businesses in the Indianapolis area. An organization that was built solely for the benefit of customers in 1887 and continues to do so even today. Except, now they leverage technology to create greater value and deliver better experiences.
Customer service transformations are complex and often run over the budget and beyond the schedule. Watch this video to gain firsthand insight into how CEG leveraged the right technologies and people to overcome the challenges and enable a flawless transformation.
Click here to read our press release about this transformation program.