Trends and Observations from CS Week 2021
- Oct 19, 2021 6:01 pm GMT
While attendance at CS Week in Tampa, Florida this year may have been lower than “normal” years, the quality of conversation and engagement among utility clients and partners certainly topped all expectations. Either in presentations or on the exhibit hall floor, we found much deeper engagement at this year’s show.
As our teams continue to parse the feedback, I thought it would be helpful to summarize some of the top trends we heard repeatedly from utility clients and contacts during CS Week.
Budgets Remain Disrupted Nearly Everywhere – We heard a LOT of feedback about program delays due to budget disruption. COVID conditions and account delinquency continue to put pressure on utilities to adjust plans due to budget realignments. Unfortunately, customer expectations, especially for digital channels, continue to increase regardless of budget challenges. Utilities certainly need some budget relief and help finding ways to offset costs or drive incremental dollars from new sources.
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