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How an Energy Company Became Fanatical About CX

MAKING THE CUSTOMER FIRST IN EVERYTHING YOU DO

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Is the quest for differentiation causing you to lose your mind? Keep your sanity and move the needle by putting new focus on your CX programme. Learn how Reliant, an electricity, home services, and security company based in the US, transformed their CX initiatives, shifting focus from transactions to building customer relationships in an effort to differentiate themselves in a deregulated and very competitive market.

MaritzCX and Reliant partnered and used a phased approach to transform customer feedback into actionable improvements that increased Reliant’s NPS by 152% in the past year.

See how Reliant is making a difference for their customers, and learn how you can too. In this webinar, Reliant will share:

  • How to build an accountable cross-functional team for CX improvements
  • Why it is important to ensure executive commitment and involve all levels of an organisation
  • How to dedicate adequate time, energy, and resources to your long-term CX vision
  • What it takes to create a team of CX Fanatics within your organisation
  • Why a continuous education cadence about the relevance of CX is necessary
  • The key to tying CX directly to your goals and broad business objectives

To say Reliant’s CX efforts have positively impacted their business is an understatement. Aside from the 152% increase in their NPS score, Reliant will share additional improvements in key indicators and ways they have seen their client relationships, culture, and business change for the better.

Don’t miss out, see how Reliant is making a difference for their customers, and learn how you can too.

About Our Speakers

Suzie Dieth, Director of Customer Experience, Reliant
Suzie Dieth is responsible for the vision and strategy of Reliant’s Residential and Small Business Customer Experience (CX) programme. She has more than 20 years of experience in CX, marketing, and communications. During the past eleven years, she has worked in the electric utility industry designing and implementing CX programmes. Her work has been published in the Harvard Business Review and The Effortless Experience by Mathew Dixon, Nick Toman and Rick DeLisi. Suzie is a Net Promoter Certified Associate and a Certified Customer Experience Professional (CCXP).

Doug Naegelen, Client Success Director, MaritzCX
As Client Success Director, Doug is responsible for ensuring satisfaction and program retention for major client relationships within in the Diversified Group at MaritzCX, including several utility/energy companies. He oversees the design, execution, reporting, and analysis of a number of CX programmes across to ensure program success metrics are met and that programmes continue to evolve to meet client needs.

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