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West Corporation

Posted on September 5, 2017 by West Corporation 


4 Ways Utilities’ Payment Process Can Improve Customer Experience

By Jody Kistaitis, Director of Sales

As much as utility providers may try to create exceptional experiences for their customers, one factor often gets in the way: payments. No one likes to see a bill in the mail, but with the right messaging, your payment process can improve customer experience (CX).

When everything goes right, utilities have little contact with their customers. That’s why every piece of your business’ communication ecosystem must work together to provide great CX. Of course, that includes billing messages. Read More >

West Corporation

Posted on August 28, 2017 by West Corporation 


5 Ways Stable Teams Can Transform Your Business (And 5 Fears That May Be Holding You Back)

By Jil Fisher, Vice President of Technical Product Management

Customers have been loud and clear: they want experiences to remember. And those experiences can’t be based on superficial surveys or interactions with customer service.

Instead, they’re created from inside your organization, starting at the most fundamental level. Before you undertake any project, your team must be focused on creating the best customer experience (CX) possible. One of the most efficient ways to get there is by creating stable teams.

Read More >

West Corporation

Posted on August 25, 2017 by West Corporation 


How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >

West Corporation

Posted on August 24, 2017 by West Corporation 


CX for the Self-Service Generation

By Ben Page, Director of Sales and Customer Experience Strategist

From schools to corporations, you can find people buried in their smartphones. The ability to work, shop, check finances and share your every thought on a mobile device is now standard.

Many blame technology for widening the generational gap, but that same technology also brings people together by creating an all new generation: the self-service generation. This generation is motivated by independence and efficiency, and it spans all age groups. Read More >

West Corporation

Posted on August 23, 2017 by West Corporation 


Immunizations: A Shot In The Arm For Retail Pharmacy

This article originally appeared in Chain Drug Review, August 7, 2017

By Robert Dudzinski

Retail pharmacies need to maximize the full value of a key revenue stream: immunizations. While most pharmacy chains offer flu shots, the continued development of vaccines along with their expanded indications will be an important driver of revenue, customer loyalty and health outcomes. It will also improve the persona of pharmacy as an important provider of health care services to their customers.
Read More >

West Corporation

Posted on August 21, 2017 by West Corporation 


How to Power Up CX for Utilities

By Andrew Dill, Sales Executive for West’s Utilities Team

As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner.

That’s great. But in today’s experience-driven world, it may not be enough to satisfy your customers.

Read More >

West Corporation

Posted on August 17, 2017 by West Corporation 


3 Factors for Customer-Centric Product Management

By Laura Campbell, Product Manager

Product management isn’t just about building the best technology anymore. It’s about managing customers’ impressions throughout the product lifecycle and delivering experiences they won’t forget. Read More >

West Corporation

Posted on by West Corporation 


The Evolution of 911 and PSAP Data

The information that Public Safety Answering Points (PSAPs) can receive today has come a long way since 911 service first debuted in 1968 (check out nena.org for more information on the origins of 911 service). Back then, the 911 caller was simply connected to the PSAP. This system worked if emergency callers could communicate their emergency and civic address on the phone. However, what happened if the caller in distress could not speak?

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West Corporation

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