The landscape of customer expectations for utilities is changing fast! Today, as more and more interactions go online, maintaining positive customer relationships means a shift in thinking.
Strong customer relationships are more important than ever, but achieving these relationships is less straightforward today. How can utilities transform the customer experience to build the loyalty they need? Read this playbook to truly understand your customers’ changing preferences and expectations, and how to overcome operational challenges and make smart use of technology to meet them.
Key Take-aways:
■ How to improve the billing experience across all channels■ Four key characteristics of an upgraded payment process
■ Ways to meet customer preferences for self-service options
■ How to support your staff to drive better CX outcomes