Evolution vs. Revolution for Utility Customer Care
- May 24, 2019 6:28 pm GMT
This item is part of the Utility Customer Care - Spring 2019, click here for more
The path forward for Utility Customer Care is one of balance between fast-paced changes and an evolutionary approach.
Customer experience (CX) and customer care have become one of the most critical components of customer satisfaction for every utility. Modern consumers expect services delivered quickly whenever they want, through whatever channel they choose to use.
Utilities aren’t just competing with each other for new customers, but competing with every digital customer service department and contact center to maintain customer satisfaction. More and more products and services are available on-demand through phone apps and digital technology. Customers can hail a ride to whisk them off to a short-term rental they booked on their phone five minutes ago then use a different app to have dinner delivered to their new apartment without them even thinking about talking on the phone. Consumers are increasingly comparing these experiences to every company they interact with.
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