AEP’s Customer Experience Transformation: Thrilling Customers while Managing Costs

AEP’s Customer Experience Transformation

Developing a solid customer experience strategy is essential for strengthening loyalty with today’s digitalized, choice-oriented consumers. In times of crisis, however, it can yield unexpected benefits. AEP’s five-year customer transformation roadmap, strongly focused on digital customer interaction capabilities, has helped the utility adapt to COVID-19’s impact on customers and employees.

Learn how AEP’s evolving strategy and execution will be successful at optimizing customer experience while also managing costs. 

Speaker: Tom Kirkpatrick, Senior Vice President and Chief Customer Officer, American Electric Power 

Tom Kirkpatrick is senior vice president and chief customer officer for American Electric Power. In this position, Kirkpatrick has responsibility for Customer Services, Operations and Solutions as well as Economic and Business Development. 
He began his career with AEP in 1980, working in progressively responsible senior-level positions in a broad range of functional areas, including vice president, Distribution Operations, vice president, Distribution Asset Management, vice president, Distribution Operations for AEP Ohio, responsible for the electric distribution system, including engineering, design, distribution line and safety that serve approximately 1.5 million AEP Ohio customers. Kirkpatrick left AEP for five years, holding leadership positions as senior vice president, Energy Practice for Davies Consulting, Inc. based in Maryland, and vice president, Energy for Patrick Energy Services in Illinois. He returned to AEP Ohio in 2010.