Roadblocks Ahead—Mapping Digital Journeys with Waze-Like Wisdom

Regulatory challenges, shrinking budgets, supply charge increases…the coming year brings roadblocks to achieving increased CSAT. In this session, we’ll sit down with Rebecca Lessem and Di Soares from Con Edison and share techniques to navigate the road ahead, overcome obstacles and create projects to achieve predictable CSAT improvement.


Rebecca Lessem, Section Manager for Customer Operations, Con Edison

Rebecca directs the CX Center of Excellence at Con Edison, which improves the customer experience through the use of Journey Mapping, Voice of the Customer research, foundational technology platforms, and identifying and tracking the Company’s cx metrics.  Rebecca was honored as one of this year’s “40 Under 40” in Public Utilities Fortnightly for her work modernizing the customer experience and improving CSAT and Effort scores with award-winning programs such as an AI Virtual Assistant, a Customer Data Analytics platform, and multiple communications projects.

Di Soares, Senior Architect CX Journey Mapping Program, Con Edison

Di Soares is the Senior Architect of Con Edison’s CX Journey Mapping program, which dives deep into customer pain points and executes projects to resolve systemic issues. Di has led several successful and award-winning projects to improve outage communications and ensure the company is giving customers the information they need in the channels they want. Di’s efforts to create a mobile-first approach with frequent updates have radically improved CSAT for outage customers. Di is passionate about design thinking, rapid prototyping, and the customer-first approach in her work at Con Edison.

Elisa Henry, Chief Operating Officer, Message Broadcast

Elisa Henry is a tech executive with more than 25 years’ experience in start-ups and enterprises. She is passionate about the power of communication and leveraging AI to guide customer journeys. Currently, she serves as the COO of Message Broadcast, a leader in communication technology and programs for enterprises across North America. Elisa holds an MBA from USC and a bachelor’s degree in business from San Diego State University.


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