Sharon Connolly is the Customer Experience Manager at Arizona Public Service Company.
PUF: What is your title at APS and what massive project did you and your team just finish?
Sharon Connolly: My official title is Customer Experience Manager. Essentially what my team does is identify and evaluate the customer journey and implement customer experience improvements across all customer touchpoints.
The massive project we completed was the outreach, education, and migration of close to one million residential customers to new service plans in fewer than nine months.
PUF: Is it a big difference from what their rates were before to this?
Sharon Connolly: No. All of our legacy residential service plans were frozen, discontinued and new residential service plans were introduced following the ACC’s approval of our most recent rate case.