When customer-obsessed companies like Amazon and Chick Fil A started driving us in the direction of new and fast-evolving, customer expectations, utility companies started jumping on the customer-centricity bandwagon, and for good reasons.

Unfortunately, organizations are finding that evolving into the utopia that is the customer-centric enterprise is harder than they realized. While many people blame the customer side of the house (i.e. customer experience deficiencies, unmotivated call center agents, etc.), these are just a symptom of a larger “root cause” problem…operational breakages. Operations, after all, is the backbone of companies, and when it is weak or damaged, it is more difficult for a company to grow and evolve.

From shifting priorities (i.e. shiny, new penny vanity projects), unempowered leaders, and unmotivated team members to disabling politics, long and confusing process documents, and systems and people that don’t talk to each other, companies who want to delight and influence customers and prospects must first identify and fix what’s broken inside their own four walls.

During this virtual roundtable panel, a diverse and passionate group of business leaders will discuss how their organizations are cleaning up operations messes. They will provide guidance for leaders, or aspiring leaders who are passionate about championing a customer-centric enterprise that shines in everything they do.

Moderator:

Vanessa Edmonds, Founder, Appos Advisors, and Board Chair, Utility 2030 Collaborative

Panelists:

• Frankie McDermott, Chief Grid Officer, SMUD
• Kay Fuhrman, Executive Search and Leadership Coach, Heidrick & Struggles
• Brian Sulka, Founder and Fractional COO, Provisus Partners, and EOS Implementer®
• Dr. Randy Ross, CEO and Best Selling Author, Remarkable