The New Utility Customer: Higher Expectations, Higher Stakes
- May 22, 2020 4:36 pm GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
By Dan Lozie and Mike Smith
Utilities and their customers are at an inflection point. On the one hand, the challenges from a new competitive landscape, customer expectations, and cost pressures at times border on being overwhelming; add in the challenges with managing services for customers during the coronavirus crisis and this leaves many utilities if not collapsing, at least taking steps backwards on customer care. On the other hand, utilities now have the benefit of working in a data-rich environment, the likes of which they have never had before: smart meter data, online customer interaction, call center data, and social media are the sources of customer insight and engagement riches.
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