This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

Nevelyn Black's picture
Writer Independent

Nevelyn Black is an independent writer with a background in broadcast and a keen interest in renewable energy.  In the last few years, she transitioned from celebrity interviews and film shoots...

  • Member since 2017
  • 875 items added with 507,241 views
  • Dec 8, 2021

Going digital has become synonymous with customer care.  In 2020, 64% of consumers reported that they were unable to get help or solve their problems through customer service.  COVID-19 restrictions have forced many companies to make digitalization a priority.  The companies who weren’t ready were flooded by customer calls for routine requests. As customers move online they expect more convenience and ease of use? How are utilities expanding CX strategies through AI, ML and IoT?  What important role are empathy and personalization playing in customer care?


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