TECO Strategically Uses VOC to Improve the Customer Experience

Date: Wednesday, March 30th

Time: 2 – 3 PM ET

**As a member of Chartwell’s Insight Center, you have exclusive access to industry-leading content including benchmark reports, analysis reports, best practices case studies, proprietary survey data, frequent SME webinars and more. To register, log in using your Chartwell credentials then click the “register now” button up and follow the prompts to complete your registration. If you do not have a Chartwell login, follow the instruction at the top of the home page to create one. If you are not a member of Chartwell’s Insight Center, connect with us here to get started.**

In 2020, TECO launched a Voice of the Customer (VOC) program to obtain a more holistic view of its customers across multiple journeys and interactions and gather meaningful insights to improve customer satisfaction and the overall customer experience. Multiple dashboards display pertinent data and insights that allow cross-functional teams of employees across the organization to understand gaps in customer satisfaction and prioritize strategic initiatives. The utility took home Chartwell’s 2021 Silver Best Practices Award in Customer Service for the ongoing effort.


  • Chandler Dunklin, Customer Success Manager, Chartwell, Inc.


  • Melissa Cosby, Director, Customer Experience Strategy and Service Excellence, TECO
  • Amy Lester, Manager, Customer Research, Strategy and Strategic Projects, TECO
award winner customer experience customer satisfaction Silver Award VOC voice of cusomer

Moderators & Speakers

Chandler Dunklin
Customer Success Manager, Chartwell, Inc.
Melissa Cosby
Director, CE Strategy & Service Excellence, TECO
Amy Lester
Manager, Customer Research, Strategy and Strategic Projects, TECO