20 Days to a Better Customer Experience: Utilizing Touchpoint Teams to Improve Service. Kelly Magalsky October 2014

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Ashlyn Hawkins
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1 20 Days to a Better Customer Experience: Utilizing Touchpoint Teams to Improve Service Kelly Magalsky October 2014

2 Touchpoint Success Stories

3 Why Customer Experience?

4 Why Focus on Customer Experience? 1. Customers deserve and expect it 2. Happy customers will: Cost less to serve Are likely to use more of our products and services Adapt to changes and new technologies (Smart Grid, etc) Advocate for Avista with friends, neighbors, relatives, etc Make it easier for customer facing employees to do their job (less work mitigating problems with unhappy customers)

5 Customer Experience Journey 3 Focus Areas: Initially Split Focus Identifying new products and services for customers Enhancing existing customer touch points Clarified focus on enhancing existing touch points Q Touch point Mapping and Intent Statement Creation Q Touchpoint (TP) Teams Q ) Continued touchpoint work 2) Sustainment of past TP Teams 3) Cust Exp Metrics Dashboard Creation

6 Our Customer Experience Approach Cust Exp Core Team 20 Day Touchpoint Teams Larger Process Improvement Touchpoint Projects Employee Soft Skills Training Technology Projects (Website, mobile app, etc)

7 Customer Experience Intent Statement At every point of interaction with Avista I feel that I am dealing with people that listen and genuinely care about me. They are efficient, open and honest: communicate appropriately; and are easy to do business with. When problems arise, they are competent, fair and responsive problem solvers. I trust them to be proactive and always be there with information and advice that allow me to manage my energy costs. I can rely on Avista.

8 Touchpoint Method

9 Behaviors for Success Respect each other and all opinions - One conversation at a time Keep an open mind to change Seek to understand first then to be understood - Don t be defensive There is no such thing as a dumb question Focus on process change, not just technology change Focus on process, not the people (no blame) Don t use the word can t instead say we could do that if or we could but it would impact No hidden agendas - Be honest Don t leave in silent disagreement build consensus around a shared vision Continually ask Does this help us achieve what our customer s value? Don t jump to solutions HAVE FUN!!!! Stay on topic and within scope

10 PADIS Methodology Plan Analyze Design Implement Sustain What do we want to accomplish? Analyze Current State Design Future State Implement future state Sustain and continuously improve Common language and structured methodology enables consistency

11 Plan Analyze Design Implement Sustain ID all opportunities Prioritize opportunities Current State Analysis Narrowing Scoping Exercise Analyze Phase Days 1-4 Design Solutions Design Phase Days 4-7 Implement Solutions Implement Phase Days 8-20

12 Process Mapping

13 Identify Opportunities

14 Benefit vs Effort Prioritization

15 Defining Solutions

16 Change Leadership Plan Stakeholder Analysis Case for Change Stakeholder Commitment Chart Communication Plan

18 Consider this Create the future AND Remember to understand and respect the decisions of the past. People made the best decisions they could with the priorities and information that they had at the time.

19 Stakeholder Engagement and Decision Making

23 What s Next?

24 1. Your employees have almost all of the answers already 2. Your leaders will be challenged by proposed changes 3. There is more opportunity for improvement than you expect 4. The speed of decision making and implementation are challenging 5. You have to work on both delighters and dissatisfiers 6. You need management commitment and guidance 7. It will be difficult to remain committed 8. Start with measures and goals 9. It takes longer than expected to see results in customer satisfaction metrics 10.Sustainment is very, very hard 11.Employees on TP Teams become much more engaged and committed to CE 12.It is a development opportunity for TP Team leaders and team members

15 Principles of Project Management Success

15 Principles of Project Management Success Project management knowledge, tools and processes are not enough to make your project succeed. You need to get away from your desk and get your hands dirty.