Customer experience: The way to create a brand mark in the digital age

This is the topic of a training course organized by Vietnam Electricity on September 15 - 16, dedicated to heads and deputy heads of Business Departments of five power corporations in EVN.

Opening remarks by EVN’s Vice President Vo Quang Lam

The outstanding achievements of EVN are recognized through the ranking of Vietnam's getting electricity index at 27^th out of 190 countries and economies in the world (in 2019). At the same time, the customer satisfaction scoring for EVN had been constantly increasing from 6.45 (in 2013) to 8.29 (in 2019).

According to EVN's Vice President Vo Quang Lam, the business and customer service segment has been facing new tasks and higher goals. With the desire to provide the best electrical services to the people, contributing to building the digital economy, EVN has been making efforts to build a new customer experience journey.

Especially, in the context when EVN is undergoing a strong digital transformation, the business and customer service segment will digitalize "touchpoints" with customers, bringing a better experience to customers. Accordingly, EVN will build a team of employees who firmly grasp business processes, customer care skills in the direction of customer experience.

Trainees participating in the training course

In the training course "Customer Experience – The way to create a brand mark in the digital age", participants will learn the following subjects: Customer experience - fundamental issues; How to create a brand mark in the digital age; Real experience building EVN's customer journey, identifying EVN's customer profile, touchpoints and suggestive issues to improve the quality of customer experience.