This episode features Kenny Coleman, SVP & CIO, Stephenie Howard, Dir, Performance Mgmt & Strategy and host Gregg Knight, EVP, Customer Transformation & Business Strategy. This panel trio regularly works together at CenterPoint Energy, a large multi-state gas and electric utility headquartered in Houston, TX.
They discuss how utilities recognize that they must digitally transform their CX. Many have substantially advanced this capability in the past two years during and post-pandemic. Companies are implementing digital business initiatives as a key component of their corporate strategy. There are many critical characteristics of these digital transformations including: the ability to scale to large volumes of interactions during a weather event, the delivery of a seamless and consistent CX across channels and strategic management of data across omnichannel contact points. Listen as the panel discusses on how the CenterPoint Energy’s team is strategizing, implementing and managing its digital evolution.