Evolution vs. Revolution for Utility Customer Care
- May 24, 2019 6:28 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, 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.
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.