How To Lay the Foundation for Transforming the Utility Customer Experience
- May 30, 2019 9:16 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
Traditionally, utility leaders have not prioritized investments in the customer experience. Many of them operate without direct competition — by necessity, customers sign up and stay — so, their main investment focus has been infrastructure.
However, a few trends are changing this: In the age of Amazon, consumers’ ideas of what the customer experience should look like are changing. Also, distributed energy resources are providing customers with alternative methods of powering their homes. And, with a renewed and increased focus on energy efficiency, utilities are requiring more and more engagement from their customer base through education and incentives.
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