Customerized Energy 2020: What must Energy providers do to deliver an “Agent-light” Customer Experience?
- May 21, 2020 3:13 pm GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
Once, customer service in Energy – from outage reporting to resolving bill disputes to moving homes - was all but synonymous with call centers. No more!
New retailers in competitive energy markets chose human-centric design and adopted a 'Digital First' model for customer service, powered by AI and Chat bots. The Utilities industry came to appreciate how this can swing the ‘cost to serve’ dynamics in their favor. Even in fully regulated markets such as some states in the US where most Energy providers deal with captive customers - a growing demand was felt to provide Digital as a compelling alternative to a new generation of customers for whom digital had arrived as a way of life, enveloping many aspects of their personal lives.
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