Why utilities need to turn up the heat on customer experience
Industries like retailers, travel operators and bankers are already a decade into their digital transformation, however some industry sectors are only at the start of their multi-channel online journey.
Utilities in particular are under pressure. Forced to respond to green energy entrants, deregulation, and evolving consumer demands of mobile apps and social media, both competitive retail, and traditionally regulated environments, have admirable digital ambitions. However, these ambitions are not yet met with significant Customer Experience (CX) investment and strategy.