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American Water: Process Excellence and Leveraging the Voice of the Customer

At OPEX Week 2016, California we interviewed Robert Quinn, Senior Director Process Excellence, American Water on how Process Excellence is supporting the Customer Experience and how American Water is leveraging the Voice of the Customer to achieve customer centricity.

Robert shares his views on why customer experience is so important to American water and how they ensure excellent customer service:

- Our customers need us at emotional times in their lives and we want to get it right and build positive journeys right from the start

- The customer expectation is shifting with each interaction they have with high quality service companies

- By working to improve and sustain each customer journey, we build to an overall customer experience that exceeds expectations. When we exceed expectations we raise the level of trust with our customers.

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