Published: 31 January 2024
Progress in energy transition and sustainable water operations is opening new business models and financial revenue opportunities, driving utilities to modernize customer engagement approaches. Utility CIOs can use this trend analysis to align customer strategy with technology investments.
Market and regulatory shifts are driving more utilities toward competitive retail, elevating the importance of customer engagement as a means of attracting and retaining customers.
Excelling in customer experience (CX) is a critical outcome of digital technology investments, as reflected in business-strategic priorities. However, a majority of utilities report recent digital CX investments are returning performance that is below their CEO’s expectations.
The customer’s end-to-end journey touches many departments, employees, processes and systems across the organization, driving those responsible for CX to focus on new ways of working to streamline customer touchpoints and improve the user experience.
Disappointment is growing due to
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