A Focus on Customer Service Provides Utilities with Clarity in a Time of Great Ambiguity
- Nov 22, 2021 12:17 pm GMT
Utilities face uncertain times, perhaps more so than any other period in their history. They must address changing energy sources, rapid technical advances, shifting government policies, and increasing customer demands. To make the transition successfully, they need to concentrate on customer service, according to an EY survey.
Utilities executives often focus is consumed by industry trends, such as the ongoing transition to renewables; assimilating recent technology advances, such as cloud; and managing their complex grid infrastructure. To be successful moving forward, they must satisfy their customers. Only by honing that focus will they be able to embrace more sustainable energy sources, drive new revenue streams, and reduce costs. Consequently, they must realign their organizational priorities and focus on three areas: customer engagement, digital enablement, and operational agility.
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