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Summit 2020 has ended
Wednesday, February 19 • 8:45am - 9:30am
Can Customer Service Thrive as an Outsourced Service?

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Utilities began outsourcing aspects of customer service over a decade ago focused mainly on cost reduction. Over the years it has evolved to include more advanced service levels, multiple channels for communicating with customers, and even outcome-based results. This panel of early adopters in the utility customer service outsourcing space will present their journey, how the scope and service levels have changed, and how multi-generation outsourcing has improved from its inception.

Moderators
avatar for Jon Brock

Jon Brock

President, Desert Sky Group
Mr. Brock addresses the needs of the utility and energy industries, specifically the need for independence and unbiased advice in changing markets. Formerly the co-founder, President, and COO of utility advisor UtiliPoint International, Mr. Brock has over 30 years of experience delivering... Read More →

Speakers
avatar for Marcelo Maciel

Marcelo Maciel

Senior Director, Head of Canadian Operations, Direct Energy
Marcelo is currently Direct Energy Head of Canadian Operations responsible for all aspects of the operational performance management for the Alberta / British Columbia Regulated and Competitive Energy Services portfolio (~900,000 residential and small commercial customers). He is... Read More →
avatar for Anthony Murdock

Anthony Murdock

Director Billing & Revenue Assurance, Washington Gas
A tenured professional delivering high-level business solutions by creating and fostering a customer-centric culture within the company. An expert at developing solutions through innovation, strategic analysis of information, and expansive career experience. Adept to pioneering and... Read More →


Wednesday February 19, 2020 8:45am - 9:30am
Renaissance West