What’s missing when it comes to customer experience?
- May 25, 2019 9:33 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
At the recent CS WEEK conference in Phoenix, the efforts that utilities are making to improve the customer experience were on full display. Utilities have worked to understand how their customers interact and engage with them through journey mapping, surveys, and focus groups. And work continues in earnest to improve billing, payment, and credits and collections processes, but there is no shortage of efforts to continue improving the customer experience.
However, what is lacking is a critical examination around how the aspirations, behaviors, and expectations of customers are shifting, how those shifts could have significant ramifications on the customer-utility relationship, and what utilities should be doing to address these shifts.
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