Innovation talks: Innovation in customer experience transformation
Wednesday, April 10, 2019
1:00 PM – 1:08 PM
Outside the exhibit area
The utility industry is undergoing a radical consumer-centric transformation. This is towards clean energy, increased digitalization for simplified tariff options, real-time tools to track consumption, omni-channel interaction, and anywhere anytime access to information. The desire to stay relevant to the consumer is driving the utility industry to innovate and embrace new technologies and processes at lightning speed. It is also propelling them to prioritize customer experience as a concrete and measurable outcome. However, without the right definition of business benefits, CIS transformation projects can end up being expensive technology upgrades.
Join us for our innovation talk titled, “Innovation in customer experience transformation“, where we talk about how we navigated our clients towards new technologies and processes, prioritized customer service experience, enhanced efficiencies, and reduced costs.
Kurt Sweetser - Director, IT Customer Service Re-Platform, Southern California Edison
Kurt has held various leadership and management positions in Fortune 100 and startup companies throughout his 30 years in information technology and telecommunications industries.
Early in his career, Kurt established new enterprise standards and programs enabling and differentiating SCE infrastructure capabilities while leading and managing more than 230 represented and non-represented team members throughout SCE’s service territory.
Kapil Nanchahal - AVP, Utilities
Kapil Nanchahal, AVP for Utilities, managing the growth and management of new relationships in the Utilities Industry in North America and Latin America. He is an Industry Leader focusing on advising enterprise clients on IT and Business Transformation.
Kapil specializes in IT Enterprise Application strategy and implementation across the value chain of Utilities industry. His experience spans business strategy, growth of new service lines, large transformation initiatives, sales operations and sponsorship of top global alliance partnerships.