Getting to Know Your Expert Interview Series: iBex Digital’s Mark Wilkinson, Key Expert in the Customer Care Community - [an Energy Central Power Perspectives™ Expert Interview]
For those who have been members of Energy Central’s Customer Care Community, you’ll likely recognize the subject of today’s interview as a frequent and high-value collaborator. Mark Wilkinson is a seasoned professional in the industry with nearly 15 years of dedicated expertise in helping utilities and their customer experience teams navigate the complex landscape of customer journeys. As a leading force at Ibex, Mark spearheads teams that deliver innovative solutions in Customer Engagement, Voice of the Customer, and Marketplace strategies for utilities and other regulated industries. His commitment lies in decoding customer insights, fostering meaningful connections, and driving revenue enhancement initiatives.
With a wealth of experience, Mark focuses on amplifying the crucial link between utility companies and their customers, bringing a unique blend of strategic vision and practical insights to the forefront of the industry, all of which is what fed into Mark being featured in the Energy Central Network of Experts for the past few years. In this exclusive interview (following previous Expert Interviews where you can see more of Mark’s perspectives in 2021 and 2022), we check back in with Mark as he shares his perspectives on the evolving marketplace dynamics, the challenges faced by customer service departments, and the role of emerging technologies like AI in shaping the future of utilities.
