Deliver Amazing CX on Your Best and Worst Days

In the age of the customer, you must communicate quickly, clearly, and concisely across a growing range of digital, social, and print channels. Most utilities oversimplify customer communications while rate models increase in complexity. It’s critical to improve customer experiences while decreasing communication costs. In this session, you will learn how to deliver amazing CX, even in tough situations. We explore these concepts using lessons learned from the Texas Power Grid Failure to show how you can be CX forward on your best and worst days.


Speaker: Scott Draeger, M-EDP

VP Customer Transformation, Quadient  

After serving as Quadient’s VP of Product Marketing for five years, Scott Draeger currently serves as Quadient’s VP of Customer Transformation. He focuses on helping customers around the world create omni-channel customer experiences every stage of the customer journey. He has a Master EDP from Xplor and earned his CCXP (Certified Customer Experience Professional) certification in 2018.