CHARLOTTE, N.C., Aug. 10, 2017 /PRNewswire/ -- Duke Energy
today announced the formation of a new organization devoted to
transforming how customers experience and interact with the
company. Leading this new customer experience transformation
organization is Barbara Higgins, who
has been named senior vice president and chief customer
officer.
In this newly created position, Higgins will be responsible for
designing end-to-end strategies for measurement, valuation and
enhancing the customer experience for residential, business and
commercial customers. The new centralized customer experience
organization will expand Duke Energy's capability to actively
manage the customer experience through the numerous ways and
channels customers interact with the company and provide robust
insights into the drivers of customer satisfaction.
"We are moving towards a strong customer-centric culture shaped
by improved understanding of customers' expectations. Barbara's
extensive work in customer experience practices and providing
organizational, measurement and brand support across multiple
industries will be invaluable to delivering initiatives to meet
customer needs," said Doug
Esamann, executive vice president, energy solutions, and
president, Midwest and Florida Regions.
Prior to joining Duke Energy, Higgins served as chief customer
officer for Allstate Insurance Company where she managed the
customer experience organization to drive retention, and implement
successful multichannel strategies for improving service, sales,
risk assessment and customer communication. Before Allstate, she
served as vice president, customer experience at United Airlines,
where she led digital and contact center functions and drove
significant operational improvements through engagement with
employees worldwide. In addition, she served for nearly 19 years in
various executive positions at The Walt Disney Company.
"Duke Energy's recognition of the link between improved customer
satisfaction and business results is unique in the utility sector,
making it an exciting time to join the company. I've spent my
career focusing on what motivates customers to help businesses
deliver better results," said Higgins. "I am thrilled to support a
company of Duke Energy's caliber that is committed to diversity,
innovation and forward-thinking strategies that will bring greater
value and choices to its customers."
Higgins earned her Bachelor of Science degree in Hotel
Administration from Cornell University
and a Master of Business Administration degree from the
University of Florida's Warrington College of Business.
Duke Energy
Headquartered in Charlotte, N.C.,
Duke Energy is one of the largest energy holding companies in
the United States. Its Electric
Utilities and Infrastructure business unit serves approximately 7.5
million customers located in six states in the Southeast and
Midwest. The company's Gas Utilities and Infrastructure business
unit distributes natural gas to approximately 1.6 million customers
in the Carolinas, Ohio,
Kentucky and Tennessee. Its Commercial Renewables business
unit operates a growing renewable energy portfolio across
the United States.
Duke Energy is a Fortune 125 company traded on the New York
Stock Exchange under the symbol DUK. More information about the
company is available at duke-energy.com.
The Duke Energy News Center serves as a multimedia resource for
journalists and features news releases, helpful links, photos and
videos. Hosted by Duke Energy, illumination is an online
destination for stories about people, innovations, and community
and environmental topics. It also offers glimpses into the past and
insights into the future of energy.
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Facebook.
Media Contact: Valerie
Patterson
24-Hour: 800.559.3853
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SOURCE Duke Energy