CX SF 2019

October 17 – 18  |  San Francisco Marriott Marquis

Michael B. Williams

Principal Manager – Customer Engagement, Customer Programs & Services, Southern California Edison

Principal Manager of Southern California Edison’s Customer Engagement Team leading SCE’s Net Promoter Score program, Customer Data Analytics, Customer Insights and Customer Experience PMO. My team harvests, monitors, and analyzes internal and external customer data yielding both sentiment and operational insights enabling internal process improvement, and external experience improvement for SCE customers. 
After emerging from external industrial operations leadership, and serving SCE’s key commercial and industrial customers, I am pleased to have been given the opportunity to serve both our residential and business customers again in this exciting new capacity. Since coming to SCE in 2009, my ambition has always been to improve the utility/customer partnership establishing SCE as the utility sector’s benchmark example for customer engagement and satisfaction.