Customer Experience 2.0: Predictions for 2020
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- Jan 28, 2020 11:45 pm GMTJan 26, 2020 10:24 pm GMT
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This item is part of the Special Issue - 2020-01 - Predictions & Trends, click here for more
We can all agree that the utility industry is in a massive transition to be more customer-centric, distributed, connected, and data-driven. In 2020, we will start to see this transition accelerate to reach all customers. Here are just a few of the trends that we at Uplight expect to see this year.
Rise of Personalization
While we saw personalization emerge as a major theme in the last few years, in 2020 we will see it become less of an abstract concept and more implementations of energy-specific recommendation engines. Utilities have caught on not just to what tech leaders are doing with personalization to grow their businesses, but examples from long-standing businesses like McDonalds (acquired AI company Dynamic Yield for $300M in Mar ‘19), the airline industry, and many more; this is particularly important for utilities in the face of well-known industry challenges. In 2020, we expect to see more utilities buying or building energy-specific recommendation engines to provide consistent, relevant messaging to customers across all programs, offers, and channels.