Nashville, TN — Senior citizens often feel that companies make incorrect assumptions about their preferences for paying bills, specifically around customer contact channels and technology use. According to a recent study by AARP, 72% of individuals aged 65 and older express frustration with these assumptions, highlighting the need for more inclusive and accurate service strategies.
Addressing Senior Customer Frustrations
The Utility 2030 Collaborative (U2030) and InvoiceCloud are addressing this frustration head-on at the upcoming U2030 Annual SPARK Meeting, September 16-18, 2024, in Nashville, TN. One of the event's highlights is a panel discussion titled "Breaking Stereotypes: Seniors Speak on Payment & Technology Preferences," scheduled for 3:00 p.m. on Tuesday, September 17, 2024.
Panel Discussion: Breaking Stereotypes
Moderated by Nick Oettinger, Senior Director of Alliances for InvoiceCloud, this panel features esteemed seniors Karen Williams (retired, Franklin, TN), Tricia Edmonds (retired, Canton, GA), Joaquina Martinez (retired, Venezuelan Telephone Company) and Marvin Fowler (FifityForward, Nashville, TN). They will delve into common misconceptions by utility companies regarding senior customers' wants and needs. The discussion aims to challenge stereotypes, provide insights into the actual capabilities and preferences of senior customers, and offer conversation starters that participants can take back to their respective companies to serve this demographic better.
“We’re excited to offer a customer engagement solution that takes seniors' experiences and preferences into account to drive higher adoption rates,” says Nick Oettinger. “Research suggests those 55+ want to use digital self-service options but need their unique preferences to be catered to more directly. This discussion is crucial for fostering more inclusive and effective service strategies that truly meet the needs of all customers.”
InvoiceCloud's Commitment to Inclusivity
A valuable member of U2030, InvoiceCloud also sponsors the renowned Women Who SPARK Awards Program. Paul Applegate will serve as emcee for the awards gala and deliver an Ignite Talk during SPARK.
“We are deeply grateful to InvoiceCloud for their leadership in addressing critical issues such as challenging stereotypes and actively listening to customer needs rather than making assumptions. They are so much more than a payments vendor; they are industry thought leaders dramatically improving customer experience,” says Vanessa Edmonds, Executive Director of U2030. “The senior session promises to be a game changer, offering invaluable insights and fostering more inclusive service strategies. We're thrilled that InvoiceCloud is leading this discussion.”
About U2030
With a passion for people's well-being and success, U2030 excels in transformational leadership at the intersection of utility customers and operational excellence. A Women's Business Enterprise (WBE) certified through WBENC and the CPUC Supplier Clearinghouse, we offer energetic and inspiring events, programs, and tools to develop, empower, and celebrate utility professionals navigating the complex journey of utility innovation and transformation. Our commitment extends to social impact initiatives and charitable giving, which support the communities we serve and foster the empathy needed to create the most relevant and impactful solutions for utility customers.
Our mantra, "No one should face transformation challenges alone," drives everything we do. Our member advocates personalize the membership experience, ensuring it is practical, helpful, and delivers impactful results. Learn more by visiting U2030 Collaborative | Discover the Transformative Power of Relationships.
About InvoiceCloud
InvoiceCloud provides modern digital payment, customer engagement, and outbound disbursement solutions. The company services more than 3,250 customers across the utility, government, and insurance industries and is a leader in the electronic bill presentment and payment (EBPP) space. InvoiceCloud’s SaaS platform enables continuous enhancements to the customer experience resulting in higher digital payment, autopay, and paperless adoption rates. By switching to InvoiceCloud, clients can improve customer engagement and satisfaction while lowering costs, accelerating payments, and reducing staff workloads. To learn more, visit www.InvoiceCloud.com.
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Marelene Rosenberry
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