Cognitive CIS: Customer Service for the Utility of the Future

Custom content for IBM and Open International by studioID

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Thursday, April 15 | 2pm ET

Duration: 1 hour
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Many utilities have made strides toward digitalization — but that progress often isn’t visible yet to the most important utility stakeholder: the customer. Utility customer service tends to be one of the most costly and challenging aspects of the utility business, often frustrating to both utility customers and employees.

Companies like Amazon, Apple and Uber have set a high bar for customer service expectations. Fortunately, utilities can quickly start to offer an experience that meets or exceeds those expectations by adopting a cloud-based, cognitive CIS platform. A cognitive CIS solution allows utilities to:

  • Offer multiple communication channels with seamless switching
  • Support simple, individualized self service which suggests relevant options at the right time
  • Reduce customer service costs while improving satisfaction
  • Enhance program and product development, targeting and profitability

SPEAKERS  

Robert Brnilovich
Customer Transformation Partner
IBM


Matthew Thorpe
Partner
IBM


Hernando Parrott
President of North American Operations
Open International


Juan David Corredor
Chief Technology Officer
Open International


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Mebs Rehemtulla
Senior Offering Manager
IBM

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