Name
CC1: Customer Analytics Community Conversation - A 360 Degree View of the Customer
Date & Time
Wednesday, October 13, 2021, 1:45 PM - 2:45 PM
Poonam Yadav
Description

Join the Customer Analytics Community on Wednesday, October 13, 2021 at 1:45 - 2:45 PM CT for a presentation with Q&A and open discussion on " A 360 Degree View of the Customer" by Poonam Yadav, Sr. Manager, Insights and Research at Consumers Energy.

During this session, Poonam will share a 360 degree view of the customer at Consumers Energy. Consumers Energy is able to map 22 different end to end customer experiences across the company (electric and gas divisions) which comprises over 91% of the total experiences. This includes transaction surveys across digital (website & social media), IVR, live and field touchpoints.