Andrew Heath, Ph.D.
Senior Director
J.D. Power and Associates
Andrew Heath is Senior Director, Energy Practice at J.D. Power and Associates. He is responsible for the company’s gas and electric customersatisfaction studies in the United States and Canada, as well as thecompany’s Utility Website Evaluation Study.Dr. Heath has more than 20 years experience working with the electricand gas sectors in both the United States and the UK. Prior to joiningJ.D. Power and Associates in 2011, he was the director of customersatisfaction services at E Source. There, he managed the e-business,utility customer care and utility communicators services. Additionally, helaunched and directed the company’s benchmarking studies for electric andgas company websites and interactive voice response units. Previously, hewas acting chief information officer at Powergen, where he developed thecompany’s UK e-business strategy.
Dr. Heath received a bachelor’s degree in management science from theUniversity of Lancaster and a Ph.D. in management science from ImperialCollege in London.
Brad Sileo
VP Business Development
iFactor Consulting
Brad provides strategic vision and sales leadership at iFactor Consulting, helping maintain alignment between the company and our customers, through the use of innovative technologies and solutions. Brad has been working with utilities for 15 years in roles from developer to architect and has a Computer Engineering degree from the Pennsylvania State University.
iFactor Consulting
cassandra@ifactorconsulting.com
480-584-3041
J. D. Power has collected empirical evidence illustrating that proactive engagement significantly impacts customer satisfaction.
Thanks to emerging technologies, today's customers are far more empowered than ever before and expect businesses to meet their rising demands when it comes to customer service.
Customers want immediate access to account and energy information and are far less willing to wait on hold. They expect to communicate through a variety of channels such as Text, E-Mail, and Mobile Apps and want to control their preferred interaction channels when engaging with a business.
During this webcast, Dr. Andrew Heath with J. D. Power will share the results of their recent analytics showing the direct impact that customer engagement has on increasing customer satisfaction. Then, Brad Sileo from iFactor will present highlights from leading utilities including mobile applications, proactive text messaging, and enhanced web sites that provide customers with quick and easy direct access to their account information.
Anyone with responsibility in Customer Service, Call Centers, Customer Engagement, Corporate Communications, or those looking for ways to reduce call center traffic and save money will benefit from this webcast.
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About JD Power and Associates
Headquartered in Westlake Village, CA., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.
About iFactor Consulting
iFactor Consulting is the leading provider of intelligent web and mobile solutions designed exclusively for the utility industry. Their integrated suite includes industry leading interactive outage maps, smartphone applications offering complete customer service, proactive and interactive utility notifications via text, mobile apps, voice & e-mail and an interactive street light outage solution. They also offer consulting services on outage management and outage communications. iFactor solutions enhance the overall customer experience and fully integrate with utility systems to offer low cost self-service.
