Using Operational Intelligence to Transform Customer Care Processes in Telecommunications & Public Utilities

This FREE webinar was recorded on:
Tuesday, March 01, 2011
01:00 PM - 02:00 PM EST
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Using Operational Intelligence to Transform Customer Care Processes in Telecommunications & Public Utilities

Operational Intelligence - the application of real-time data monitoring and analytics to processes – delivers visibility and insight into business operations. This new type of business analytics enables decision-makers to rapidly respond to changing business conditions, increasing operational efficiencies and overall responsiveness. As a result, operational intelligence improves service levels and responsiveness while reducing customer churn and costs.

Telecommunications and utilities providers have critical business processes they must manage in real-time - customers notice when their phone service doesn’t work or their electricity won’t turn on. When expected service levels are not met, customer confidence, and more importantly, revenue is lost. By receiving essential information on operations performance in real-time, businesses can make instant decisions that resolve issues before customers notice a problem.

This webinar is for utilities and telecommunications managers charged with delivering increased customer satisfaction as well as cost reduction. You will:

  • Identify the causes and effects of poor customer service
  • Learn to overcome obstacles to Customer Experience Management success by using better data
  • Hear how TXU Energy has improved its customer experience through Service Level Agreement monitoring
  • Discover how Operational Intelligence will mitigate growing public and private sector challenges
  • Understand the business value that Operational Intelligence brings to telcos and utilities 


Kevin Chase
TXU Energy

Kevin Chase is the Chief Information Officer for TXU Energy, the largest energy retailer in the entire state of Texas, serving more than two million residential, commercial, and industrial customers. His core responsibilities include the applications, technical infrastructure, and projects necessary to support TXU Energy and its future objectives. Upon graduating from the University of Texas at Austin, he began his career as a Senior Manager at Accenture, where he spent seven years designing, developing, and managing large customer care and billing system implementations for energy and utility companies, including Florida Power Corporation, Southern Company, ComEd, NICOR Gas, and Hydro One. During his time as CIO, Kevin has focused on bringing IT operations and development back to TXU Energy while deploying SAP and 40+ other systems comprising the CARE platform.

Brian Bohan
Vice President, Worldwide Consulting
Vitria Technology

Brian Bohan is the Vice President of Worldwide Consulting at Vitria Technology.  After earning his MBA from the Haas School of Business at the University of California, Berkeley, Brian has helped organizations achieve sustainable continuous improvement for over 10 years. He has worked in both seed-stage and growth companies managing the field technical community. Brian is an engaging and entertaining speaker and has spoken at numerous seminars and conferences. His ability to recognize and guide clients through the cultural and leadership elements of Operational Intelligence make him sought after in Customer Experience Management implementation.