Woke: TECO’s Customer Transformation Dawns Diverse Insights

With a quarter century of public power experience, Monica Whiting moved to TECO a couple years ago to lead its company-wide customer transformation initiatives. One of her first challenges involved how to effectively train and engage all the company’s employees. “We want to capture every employee’s heart and mind to make a difference,” she explained. Several experiences drove the “woke” realization that customers expect the same experience with the utility as they have with companies like Amazon and Google, by smartphone and on the go. This led to TECO’s Mobile First strategy. Hear how Whiting harvested ideas from disparate operations and shifted original designs to be more inclusive. Through multiple iterations and striving for three clicks or less, learn how TECO now has more than half its customers registered for and using its portal.