- Nov 22, 2021 12:08 pm GMT
Traditionally, utilities viewed customer service as a necessary expense, something that had to be done but done as cheaply and quickly as possible. Not anymore: 64% of customer service and support leaders said that using customer service to grow the business is their most critical priority in 2022. Historically, utility customer service has scored lower than other market segments, such as consumer goods, so what organizational changes must accompany this change in thinking?
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