As we move from a linear economy to a circular economy and develop a more sustainable energy model, utility brands will shift from being the sole source of energy to being a steward of it. This means they will need to guide and partner with consumers who already create or would like to create their own energy (89% are interested in energy independence).4
Because of this rapid transformation, business success will hinge on positive CX, and positive CX hinges on seamless, data-rich approaches.
When it comes to using data to improve CX, here’s what you need to consider:
Tap into the goldmine of smart meter data
Brands have barely scratched the surface when it comes to using the wealth of data collected from smart meters and other smart devices. As more technologies roll out that are designed to make homes “smarter,” smart devices will become the backbone of positive customer experiences.
Now that personalised consumer data exists, utility companies can understand the consumer’s usage, educate them on how to maximise their service and personalise their experiences within the contact centre. As people are more engaged in how they consume energy, data from smart meters is invaluable.
It's all about the personal touch
As a modern brand, you know that a personalised customer experience goes a long way. In fact, 38% of consumers would be prepared to share data in order to receive a more personalised service, and 60% of all consumers expect some level of personalisation as standard.5
Utility brands are particularly falling short in providing any personalisation, which is one key reason so many people are currently frustrated with utility companies. They know the companies have their data but fail to use it to enhance and personalise their experiences.
of consumers would be prepared to share data
As a utility brand, personalisation can pop up in multiple ways throughout the customer journey — via payment reminders, personalised dashboards, live calls and more. Check out this example of Kaitlyn’s journey with her utility provider:
- The utility company sends Kaitlyn a reminder that her bill is due soon.
- Kaitlyn is curious about her bill and clicks the link to log in.
- On her personalised dashboard, Kaitlyn learns interesting insights about her energy usage.
- She sees her water usage is high. So, she clicks an FAQ provided by the company about how to reduce her usage.
- After checking out these insights, she has a couple of lingering billing questions.
- Kaitlyn connects with a chatbot that asks her some field questions.
- Kaitlyn’s issue is a bit too complex for the chatbot to take on, so the chatbot connects her with a live agent named Paul.
- When Paul connects with Kaitlyn, he has her information and description of the case pulled up, so he’s ready to tackle the issue.
- Paul is able to answer Kaitlyn’s questions with empathy, and the issue is resolved.
- When the call ends, Kaitlyn rates her experience 5/5 stars.
of all consumers expect some level of personalisation as standard.5
Key takeaways
As we develop a more sustainable energy model, your consumers are evolving. They expect much more data-driven, personalised experiences with insight into their energy consumption.
Personalise key moments in their customer journeys with data-rich insights and self-service. Create seamless experiences with a rock-solid omnichannel strategy.
4 - EY, “When energy hits home, will providers be left out in the cold?” ey.com. 5 - Foundever, “Foundever™ CX landscape 2022-2023: Evolution or revolution?” foundever.com.