CS Week 2024

April 30 – 10:20am-11:05am

Deep Dive Session: Billing & Payments

Doxim Panelist: Gum Fa Ng

Summary: This sponsor panel session will discuss best practices and learnings in growing e-bill, e-pay and AutoPay adoption. Panelists will share industry trends, what they see in other industries that could inform utilities, success stories and information about marketplace products and services without the sales pitch. Panelists will also discuss new approaches, promotions and incentives implemented at utilities. Attendees will contribute their utilities’ self-service and automated approaches, concepts such as thresholds, and adoption rates and regulatory viewpoints on auto-enroll in e-bill.

May 1, 3:15pm-4:15pm

Solution Workshop

Omnichannel Mastery: Maximize Customer Engagement from Onboarding to Servicing Communications

Presenter: Gum Fa Ng

Summary: Retail and technology giants have set a high bar for customer engagement. And the resulting shift in customer expectations means customers now expect the same level of frequent, personalized and seamless engagement from their utility. While print has traditionally been the go-to for utility billing communications, digital channels open the door to better and more impactful engagement. Join this session to learn: best practices for incorporating print & digital communications for maximum engagement; ways to reach customers in the right moment, in the right channel, with the right content; and driving down your costs to communicate as a result.