Addressing Declining Utilities CX Satisfaction
Power and utilities customers are reporting decreases in satisfaction with their utility service providers, particularly as it relates to digital interactions. At the same time, the emergence of distributed energy and regulatory shifts have expanded customer choice, empowering customers to switch to alternative energy resources, if unsatisfied with their traditional supplier. If providers are to attract and retain customers in an increasingly competitive, retail-like market, they must create deeper relationships through an enhanced customer experience driven by dynamic customer engagement.
Boosting CX with Event-Driven Customer Insights
According to the Gartner® report, “2024 Power & Utilities: Delivering Event-Driven Insight to Customers,” to meet customers' heightened expectations, suppliers must modernize and elevate their customer engagement approach. Key to this elevated approach is the delivery of multi-channel experiences that leverage real-time event insights. “Changing customer expectations requires utilities to deliver event-driven customer insight to boost customer experience,” the report states.
To help power and utility CTOs, CIOs, and CXOs align their technology investments and customer experience (CX) strategies with leading industry trends, Quadient is offering complimentary access to the Gartner trend analysis report, “2024 Power & Utilities Trend: Delivering Event-Driven Insight to Customers," which shares what's driving this new customer engagement approach, required capabilities, and key action items to kickstart your capability-building efforts.
Complimentary Gartner® Industry Trend Report Access
Complete the form at right to access the report and discover how an events-driven CX approach:
• Replaces legacy, batch-orientated systems with event-driven streaming architectures
• Engages customers with relevant consumption insights, products, savings, and incentives
• Turns customer events into personalized, proactive notifications and recommendations
• Enables customer, location, channel, and content-dependent, personalized engagement
• Integrates multi-channel experiences with back-office systems, people, and processes
Enhance CX while engaging customers in sustainable consumption! Download now.
Source: Gartner, 2024 Power & Utilities Trend: Delivering Event-Driven Insight to Customers, Nicole Foust, Lloyd Jones, Jo-Ann Clynch, January 30, 2024.
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