White Paper

Improving the Customer Experience in the Utilities Industry

Posted to Salesforce in the Customer Care Group
image credit: Salesforce
Sharon Talbott's picture
Director of Product Marketing, Energy & Utilities, Salesforce Industries Salesforce

Sharon Talbott has been a technology marketer in energy and cleantech for over a dozen years, focused on customer experience and digital solutions for electric, gas and water utilities. Trained...

  • Member since 2021
  • 15 items added with 15,944 views
  • Jul 15, 2022

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How will customer experience reshape the future of Utilities? Learn how a better approach to data can help you meet changing customer expectation.

Salesforce offers the leading customer experience management platform for utilities. Deliver superior experiences seamlessly across all channels in a changing marketplace.
Todd Carney's picture
Todd Carney on Jul 28, 2022

Very interesting paper Sharon. Do you feel that sometimes utility companies can be a little slow in pursuing innovative initiatives to improve customer experience? I don't mean to single out utility companies, this more seems to be an issue with all big companies.

carlhammond hammond's picture
carlhammond hammond on Jul 28, 2022

Do you believe that energy companies can occasionally be a little hesitant to pursue novel efforts to enhance customer experience? octordle

Paul Korzeniowski's picture
Paul Korzeniowski on Aug 19, 2022

"Improving CX will be utilities’ top business priority in the year ahead, a new survey of 73 utilities executives from Harvard Business Review Analytic Services finds"


Interesting point. No doubt that consumer expectations are being shaped by the online retail world and other markets embracing digital technology. It seems like utilities understand that they do not operate in a vacuum and are trying to adjust and keep pace with other industries. 

Sharon Talbott's picture
Thank Sharon for the Post!
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