The 2022 Human Resource, Corporate Communications and Customer Service Conference will focus on the customer experience and how it can be redesigned to nurture the workforce.  This topic is of immense importance, as the customer experience has evolved tremendously, due to the COVID-19 pandemic.  Moreover, digitising product and service offerings are no longer an option, but an imperative for business survival.  According to Forbes, as 2022 commences, 50% of global consumers have revealed that the pandemic caused them to rethink their purpose and re-evaluate what is important in life.  Should organisations not do the same?

Other customer trends for 2022 include a significant increase in the consumer’s interest in knowing the environmental impact of what they are purchasing (a major consideration for electric utilities and energy companies).  Customers also want to patronise or support organisations which enrich their lives beyond the sale of a product or service, but positively impact the community through social responsibility initiatives.

Moreover, the customer experience also involves the organisation’s relationship with internal customers such as employees and other key organisational stakeholders such as the media.   In a rapidly evolving consumer landscape, it is imperative that organisations maintain good relations with the media, to ensure that the right message is disseminated to respective audiences and that overall corporate reputation and integrity are preserved.  Similar emphasis should be placed on monitoring consumer trends to quickly modify product and service offerings, so that maximum value is provided to consumers.  Of equal importance is ascertaining that human resource management provides employees with the necessary tools needed to succeed and thrive at their jobs, especially with the uncertainty surrounding job security and the COVID-19 pandemic.

Human resource personnel need to guarantee that employees are given a voice to air their concerns, with equitable solutions being provided by the organisation.  This open dialogue between external and internal customers, and other key stakeholders will promote a healthy customer experience for all parties involved.  Ultimately, the customer model needs to be flexible but effective, allowing customer service representatives, human resource personnel and corporate communications employees to introduce and implement new ideas as necessary and retract or enhance them based on respective customer feedback.

Against this backdrop, CARILEC’s 2022 Human Resource, Corporate Communications and Customer Service Conference will be held under the theme: “Redesigning the Customer Experience: Nurturing the Workforce”.  This two (2) day virtual conference is highly regarded as the leading senior-level summit for these disciplines in the Caribbean, South & Central Americas.  For the professional, it is a rare opportunity to engage in in-depth discussions with senior customer service personnel, corporate communications officers and human resource specialists operating in the energy and electricity industries.

For further information contact our Marketing and Member Services Department at [email protected].  This conference is targeted towards senior customer service personnel, corporate communications managers and officers, human resource managers and specialists and senior management personnel of energy and electricity affiliated organisations.