Utilities are at a crossroads today, with challenges coming at them from all angles, including customers, regulators, advanced technologies and a transitioning energy landscape. And in unregulated markets, competition is an increasing threat. While the industry is finding new ways to adapt to these changes, many are realizing their customer care must quickly catch up.
In fact, service is becoming more, not less, vital as traditional customers transition into prosumers with smart homes, EVs, solar panels and more. To meet the increased service demand and complexity while still controlling costs will require both omnichannel service and self-service solutions that leverage operational and experience data to provide highly personalized experiences.
In this playbook, we explore the challenges of customer care that utilities face and discuss how a new CX could:
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