The Utility Customer in 2020 – A Quick, Fresh Look through a COVID-19 Lens
- May 27, 2020 11:37 pm GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
Several years ago my utility customer experience colleagues and I penned a series of articles that examined how customer empowerment, sentiment, and the development of new technologies would change the utility-customer dynamic by the year 2020. The series explored five dimensions: digital and social connectivity, information empowerment, customer choice, service expectations of the “digital native”, and the adoption curve of new technologies and its impact on the energy infrastructure.
Of course no one could have predicted that we would be in the middle of a global pandemic in 2020.
At some point we will write a piece on how the utility-customer dynamic has evolved across those five dimensions, how utilities have changed to meet customer expectations in 2020, and how far they still have to go. However, we’ll save that broader analysis for another time, and instead focus on just a few of these customer care 2020 dimensions and their implications on our current COVID-19 world.
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