In the program guide to CS Week 2018, Rob Litke, CEO CS Week, frames technology versus human interaction as a theme, for what will be an exceptional event and conference for the utility industry.
“While technology is an enabler, the way we treat customers counts. Our humanity in the utility space is paramount. The quality of our interactions, whether conducted by bots or people, still matters. Personality, insight, deference, experience and wisdom are characteristics that make us empathetic, caring, professional. These same qualities grow company loyalty, including CS Week’s.” Rob Litke
Anyone working in the customer service sector knows that technology is a catalyst for improving customer experience, that fewer one-on-one interactions doesn’t mean less customer satisfaction or value. Using technology to help people make better decisions about utility consumption, or provide control over their account or other services, may result in less personal interactions, but that is counterbalanced with convenience, efficiency, simplicity, and relevant information on demand. As Rob points out, the customer must be at the center of what we design.
CS Week is the premier customer service and educational conference for electric, gas and water, and cable utility professionals in North America, and around the world. More than 2,000 utility professionals and industry partners attend the annual event, from municipal to investor-owned corporations of all sizes.
CS Week is an excellent learning opportunity, so be sure to take in some of the varied workshops. Organized around a Customer Experience Lifecycle, you’ll find a number of workshops discussing topics in: Analytics, Contact Center, Digital Customer Engagement, Field Services, Billing & Payments, Credit & Collections, Strategies & Management.
We’re excited to be exhibiting the SilverBlaze Customer Portal at CS Week (Booth 133). CS Week brings together 160+ exhibitors and consultants dedicated to customer service and IT in the utility industry. It’s the place to go to find out about the newest technologies and services on the market and we’re looking forward to meeting with C-level executives, VPs, and managers of customer service, marketing, regulations, call centers, e-business, and application support, to showcase the SilverBlaze Customer Portal, Smart Forms, and platform add-ons.
If you’re planning to attend (and we highly recommend it!), we’d be pleased to see you there, and find out more about the challenges facing your utility company. We’ll go through our award-winning customer engagement platform designed for utility customers. The SilverBlaze Customer Portal is easy to install and integrate with back-end systems, and provides high value data and information to utility customers across any device, including mobile phones. Our Booth number is 133, and we’d love to connect with you at the conference. Be sure to ask us about our draw for a TV!
Meet with SilverBlaze – Exhibition Hall, Booth 133
April 30th – May 4th, 2018
Tampa Convention Centre
CS Week Program Guide:
Exhibit Hall Hours:
If your utility company has a customer experience project on the agenda in 2018, we’d be pleased to find out more, and talk to you about the features and the advantages of implementing the SilverBlaze Customer Portal.