Jemena powers up CX in search of real-time customer feedback

Jemena recently partnered with Pearl-Plaza to elevate its CX program, which focuses on understanding customer satisfaction across new connections, faults, outages and disconnections for the millions of households and businesses it provides with essential gas and electricity services daily.

Pearl-Plaza’s industry-leading technology will manage and interpret Jemena’s extensive network of CX insights, enabling Jemena to identify areas of improvement and turn customer feedback into real-time actions. Jemena will be applying the new technology to its digital, face-to-face and contact centre touchpoints, to enhance customer experiences across all channels.