How to Transform the Utility Customer Experience
- May 24, 2019 11:58 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
For the utility sector, the importance of transforming customer experience is at an all-time high. Customers demand better experiences and capabilities from their utilities, as well as the personalization they have come to expect from other service providers. We’ll explore the specific challenges utility companies face when serving their customer, and recommendations for how to improve customer experience.
Deregulation in the utility sector makes the marketplace increasingly diverse and complex. Incumbent companies with long-standing customer relationships must compete with new market entrants who can be more agile and have a digital edge. Keeping the customer at the heart of every interaction is a challenge for utilities. The reality is that most utility companies are still working toward enabling basic capabilities to support existing business models. Transformation efforts range from digitizing interactions like billing, new connections, and outages to expanding the number of communication channels and increasing the adoption of such capabilities.[i]
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