Customer and People Strategies Are Linked at Southern Company Gas

What skill sets and aptitudes are progressive utilities trying to hire and retain in their employees? Viewers won’t be surprised by the answers prioritized by Southern Company Gas’s VP, Customer Experience Louise Scott, who identifies three core competencies, some being innate while others can certainly be acquired with time in the utilities culture or honed with experience from other industries. Scott shares how her utility solicits and acts upon voice of the employee, marrying it in fundamental ways with its voice of the customer initiatives. “Our mantra is: Communicate, communicate, communicate... We offer many channels, just like we do with our customers.” Hear how this Atlanta-based gas utility has linked its voices’ initiatives and is supporting them with technological foundations that enable its customer experience transformation.