Customer Experience – Establishing a Customer-centric Organization – Westar Energy – Case Study – 2018

In 2014, Westar Energy proactively addressed the need to improve its customer satisfaction and overall customer experience. Through a customer interface deep-dive, the energy company began – and has continued – identifying areas for improvement and implementing related enhancements. As a result, Westar Energy has garnered improved satisfaction scores and noted a climb in its transactional customer interaction studies.