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RP Sanjiv Goenka Group

Utilities

Power-up your customer experience game

Boost operational agility and efficiency with digital-first solutions
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Prioritize CX, stay ahead of the competition

The future of utilities is digital. New pressures in the form of tech-savvy customers demanding a seamless one-click experience, compliance challenges, and post-pandemic uncertainties call for solutions built on flexible operating models, redesigned CX strategies, and automation. Firstsource’s Digitally Empowered Customer Experience (DECX). enables you to heighten CX at every level by fusing a distributed workforce with an omnichannel customer-engagement model, powered by Intelligent Automation (IA) and cloud-based platforms.

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Customer acquisition

According to McKinsey, personalized engagement can increase acquisition by 10%. Draw upon our customer intelligence platforms powered by AI, ML and analytics to tailor your CX and boost customer acquisition.

Billing Management

Modern consumers expect convenience, choice and control when managing their bills. Our omnichannel billing management services spanning billing cycle and usage queries, reminders, verification and collection, help you deliver to customer expectations for superior outcomes.

Crisis Management

Rethink customer engagement in trying times with proactive engagement strategies. Our multi-channel call management enable you to engage customers before they come to you during emergencies and outages.

Customer engagement & retention

Draw upon a powerful mix of automation, AI and voice of customer analytics to gain a deeper understanding of customer preferences and design contextual and tailored interactions.

The New CX Realism Transforming Customer Service in the real world

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Utility company improves arrears collection by 50%

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UK utility company acquires customers more profitably generating $2.8M incremental revenue

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The New CX Realism Transforming Customer Service in the real world

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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