EVN Member Board Dang Huy Cuong delivers remarks.

The workshop was co-chaired by Member of the EVN Board of Directors Dang Huy Cuong and EVN Vice President Ngo Son Hai.

EVN Vice President Ngo Son Hai delivers remarks.

At the workshop, EVNHANOI presented a proposed plan for implementing Customer Experience Management across EVN and shared experience from applying customer experience management to two customer journeys: new electricity connections and the overall journey of accessing electricity services.

Representatives of participating units exchanged views on advantages, challenges, and effective practices during implementation, while also discussing key issues that need to be aligned for Group-wide application.

EVNHANOI representative presents proposed plan for implementing Customer Experience Management.

Customer Experience Management aims to assess the current customer experience throughout the use of electricity services, identify areas for improvement, and develop solutions to enhance service quality. Developing and implementing the program with criteria suited to actual operations will enable EVN units to systematically monitor service quality, providing a basis for improving processes, increasing customer satisfaction, and strengthening engagement between EVN and its customers.

Leaders of EVN functional departments and power corporations speak at workshop.

In his concluding remarks, EVN Vice President Ngo Son Hai provided specific directions and guidance: With the goal of putting customers at the center, Customer Experience Management has been identified as one of the key areas in EVN’s efforts to improve service quality. A consistent and systematic rollout will help EVN and its member units better meet customer needs and expectations in the era of digital transformation.

Translator: Thu Hường