Customer Care Group
This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers.
2023 CX Trends
- Jan 20, 2023 2:43 pm GMT
This item is part of the 2023 Predictions and Anticipated Trends for the Power Industry - January/February, click here for more
Here are 3 critical CX trends for utilities that we think will shape the year ahead.
1.Customer Service and Billing Call Increases
In addition to internal data at virtually every utility, US macro data points to rising household debt and increased payment delinquencies. A recent report from TransUnion forecasts serious credit card delinquencies to rise 50 basis points by the end of 2023, on top of increases in other key household spending categories like auto loans and unsecured personal loans. Add the toxic mix of rising interest rates and persistent inflation along with potentially hefty energy bills due to extreme winter weather and utilities can expect billing and collections related calls to surge in the new year. Delinquencies may remain elevated for much of the year, especially if interest rates remain high and unemployment pops due to a recession.
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