Contact-less Consumer Care in 2020: A New Reality
- May 28, 2020 12:28 am GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
As the COVID-19 pandemic continues to strike hard across the globe, while engaging with companies, Consumers place a high premium on safety factors. People are anxious to minimize physical contact and maximize contactless interactions to reduce the risk of infection, and companies take note of that. For instance, Tesla offers a contactless car delivery scheme which minimizes Consumer contact with employees of the car maker.
At the same time, Utilities have taken growing interest in Consumer experience (CX) over the last few years. As leading digital natives shape Consumer expectations increasingly, utilities face growing pressure to create compelling Consumer experiences in their own industry. With the decline in costs of solar, storage, and other distributed-generation technologies, they fear losing Consumers, or part of their usage, to companies like Tesla Energy. And as demand slows, infrastructure ages and cost pressures mount, utilities are looking at ways to minimize operating and maintenance costs without compromising their service quality and Consumer experience.
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