Learn the critical importance for businesses to adapt to evolving customer communication preferences in the digital age.
Introducing Erin Romo, Vice President, Utilities Vertical Lead at Doxim
We are proud to introduce you to our new, expert blogger, Erin Romo, Vice President, Utilities Vertical Lead at Doxim. Erin will be blogging on customer communication topics, specifically related to the utility industry.
Read on to find out more about Erin her love for travel and how she believes organizations today can achieve true customer-centricity.
Connect with me:
What has been the greatest influence on your career?
The greatest influence on my career was realizing that utility billing can be more than just transactions on paper. The utility bill is the single most used touchpoint utilities have with their customers. When I thought about the 20% of billing scenarios that make up most of the utility’s revenue, it’s evident that the landscape of utility billing changed.
Today, not only can we help our utility partners compose and send bills to their customers that help reduce queries, but we can also offer tools to control the process and features to reduce days of sales open. We help utilities communicate to the right customer, at the right time and in the channel that the customer prefers.
If you could travel anywhere – where would it be?
I love to travel!! I have been to a number of places, but would love to visit so many more! In the United States, I have traveled to 17 states (including Hawaii). Overseas, I have traveled to London, England, Saudi Arabia, Cairo, Egypt and Jordan. I have always wanted to travel to India, Greece, Italy, Japan, Ireland, Scotland and Thailand. I love seeing other cultures and experiencing them for myself!
What do you see as the biggest challenge to operating in today’s world?
I believe the biggest challenge in today’s world is meeting the customer where they are. I think people get tantalized by the digital experience. True customer-centricity will only be accomplished if we meet customers where they want to be met. Organizations need to think about their goals in terms of customer engagement – what do they want to achieve? What actions do they want customers to take? and what are the communication channels that make the most sense?
Being technologically advanced is great, but not at the expense of the user experience. Sometimes companies can push for the latest and greatest tools, but if they aren’t easy to use, they won’t be adopted.
Outside of work, what are you passionate about?
Outside of work, I am passionate about my family. I love to spend time with my husband and daughter and our 2 cats. We bought a house a few years ago with a pool, so during the summer months, we love hosting our family and nieces and nephews over to swim, BBQ and have fun!
As a child, what did you think you would grow up to be?
As a child, I always thought I would be a teacher. I even started going to school to be a teacher. While I loved teaching and interacting with children, I found my calling in problem-solving for business, while working in college. I have taken my ability to break down complex problems into simple solutions and working well with people, to build a career that I am very proud of.
With over 15 years of experience in providing information technology and services to the utility sector, Erin’s expertise extends across project and operations management, as well as sales and account management. Erin was Director of Customer Solutions at Utilitec, (acquired by Doxim in 2019) having been with the company for 15 years. Prior to that, she worked as a Project Manager at MSX International.
Connect with me