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Customer Care Group
This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers.
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Council Post: Digitizing Utilities: Redefining The 'Care' In Customer Care
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?
Council Post: Digitizing Utilities: Redefining The 'Care' In Customer Care
Utility leaders that use customer care as their "North Star" to redefine their operating models can fully realize the potential of emerging technology.
Source: www.forbes.com
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