Chad Novak

Manager, Voice of the Customer

Eversource

Chad Novak has worked in survey research since 2008, beginning his career at the University of New Hampshire Survey Center with a focus on public opinion and political polling. After transitioning into client based market research in the private sector, he joined Eversource Energy’s Voice of the Customer team in 2018, where he leads customer experience research to help the company better understand and improve the customer journey for Eversource’s 4.6 million customers in CT, MA, and NH. Chad holds a BA in Political Science and an MA in Justice Studies, both from the University of New Hampshire, and brings nearly two decades of experience translating complex customer insights into actionable strategies.

Sessions

Apr 29

2:25 PM - 2:45 PM EDT

Yellow Stage

Priscilla McKinney

Customer Experience (CX)

Innovation & Product Development

Where You End Up Depends On Where You Start!

Over 90% of new customer products, services, and experiences fail. Why? Because firms only use the customer for passive reaction.  But what if you flipped the script and started with customer inspiration to uncover the job to be done? Learn how Eversouce (New England Utility Firm) used CrowdWeaving from KLC to inspire their communication/messaging efforts.. Key Takeaways: 1. Learn how CrowdWeaving elevates the impact of the insights department. 2. AI tools (asynchronous probing, dynamic summaries, live dashboard) unleashes customer inspiration 3. Engage your internal clients with this gamified, engaging customer inspiration process!

Also speaking

Kevin Lonnie

CEO, KL Communications

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Nicole Pineda

Director of Client Relations and Insights, KL Communications

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