Podcast: Adding Value to the Customer Experience

Posted November 19, 2021 By Laura Schauer Anne Dougherty

In this podcast ILLUME Vice President, Laura Schauer talks with ILLUME Founder and Co-Owner, Anne Dougherty about the importance of seeing beyond utility satisfaction metrics as we take a broader look at populations and dig deeper into customers’ individual and unique situations. Laura also talks about her contributions to the Harvard Business Review Analytic Services whitepaper, “Improving the Customer Experience in the Utility Industry.”

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