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How Virtual Assistants Introduced a Smart and Easy Self-Service Channel
Energycioinsights >> cxoinsights

Renee Castillo, Senior Director of Customer Strategy, Salt River Project

Every year SRP’s Customer Services team fields millions of calls in our award-winning call center. We wanted to make a big leap by replacing our old Interactive Voice Response system (IVR) with emerging technology by introducing a...

Exelon Utilities Meeting the Need to Exceed Customer Expectations through Innovation
Energycioinsights >> cxoinsights

Michael Menendez, Information Technology VP, Customer, BGE (Baltimore Gas and Electric Company)

Background Customers’ needs are evolving at a rapid pace, along with their expectations for how they communicate with their service providers.  The Exelon utilities – Atlantic City Electric in New Jersey, BGE in Maryland, ComEd...

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