Southern Company Gas Shares How Integrating VOC Data Analytics Improves Customer Experience
Southern Company Gas Shares How Integrating VOC Data Analytics Improves Customer Experience
Being a data-driven utility means more than tracking every available metric. Identifying the appropriate metrics that matter is the real challenge, especially when it comes to understanding customer expectations.
In this session, learn the fundamentals for running a Voice of the Customer (VOC) program, how to align VOC with operational goals and metrics, and gain buy-in throughout the organization to move your company toward a customer-centric culture.
Speaker: Doris Yon, Manager, VOC Strategy and Solutions, Southern Company Gas
Doris is the Manager, VOC Strategy & Solutions at Southern Company Gas. She manages the Voice of the Customer (VOC) strategy and supports the development of policies and procedures for VOC supporting functions for Southern Company Gas and its operating companies. She supports the enterprise strategy to increase customer engagement and meet the Company’s customer satisfaction objectives and goals.
