2019: The year of the personalized utility
- Jan 24, 2019 10:57 pm GMT
This item is part of the Special Issue - 2019-01 - Predictions & Trends, click here for more
Companies like Amazon and Netflix have created engaging and personalized experiences that customers are not only expecting from other service providers but also from their utility. In 2019, personalization will move beyond being a buzzword to a requirement for utilities. This means going beyond customer segmentation and enabling a personalized experience for each customer on their preferred channel—whether it be email, website, MyAccount, contact center, text, IoT, or others. But to do this, utilities need to first unite relevant customer and program data to rank each offer and message for each customer. Fortunately, modern personalization software can make this possible in just months—not years. Here are the top five trends we predict to see in 2019:
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.