Utilities customer experience
Harnessing a new kind of power
There’s no doubt the utilities industry has been tackling tall orders for the past few years. Extreme weather events, shouldering the impact of the COVID-19 pandemic aftermath, inflation and snags in supply chains have forced the industry to focus solely on keeping the power on.
As a utility brand, you have your own set of unique challenges. The services you deliver are a need for millions of people, and any kind of disruption = a crisis. Because of demand and industry regulation, innovation can be challenging — but that doesn’t mean consumers don’t expect it.
In fact, utilities consumers are more sophisticated than ever, and they expect experiences that are not just reliable but also digitally savvy. Not having a CX that meets their demand can unfortunately have consequences — 78% of consumers would switch brands after one bad experience.1
The reality is, most utilities consumers are unsatisfied. The key culprits? Surging bills, inconvenient, outdated customer experiences and a lack of transparency and trust.
So how should your brand transform your CX and give power to the people? Are you ready to supercharge your contact center and harness a new kind of CX? This best practice guide breaks down who your customers are, what they want and how to meet them where they’re at.
1 - Foundever, “Foundever™ CX landscape 2022-2023: Evolution or revolution?” foundever.com.