Utility customers expect a seamless experience across all digital communication channels
- Apr 23, 2019 1:06 pm GMT
Customer experience is no doubt a key focus for any utility organization undergoing digital transformation. And as the customer experience changes, a vital component of this transformation should include the conversion of all customer communication to digital.
As an example, a utility shouldn’t send out its bills digitally, yet persist with paper-based collections notices. Furthermore, there also needs to be consistency in the tone and style of messages sent out, regardless of the nature of the communication or from which department it originates.
Here are eight steps utilities should take to ensure a seamless digital communication journey:
1. Understand the digital customer and the channels available
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