More Than a Recovery: Creating a Customer-Driven Experience

UGI Utilities recently underwent a major CRM implementation that inherently impacted customer satisfaction, but also laid the groundwork for new opportunities. Since the implementation, UGI has been focused on enhancing the customer experience, using Verint ForeSee to improve across channels, including the contact center. Learn how the organization is taking the next steps in its CX journey – using CX insights to help map channels and identify what customers are trying to do and how they prefer to do it – to create an experience driven from the very beginning by customer needs and preferences.