Utilities have historically had the worst customer experience scores of any industry. The ones that are changing this are doing it through deliberate technology investment.
The Digital Self-Service Opportunity
The highest-leverage CX investment most utilities can make is digital self-service. Well-designed self-service reduces operational costs and improves customer satisfaction simultaneously.
Personalized Energy Intelligence
The most forward-thinking utilities are moving beyond transactional digital experiences toward personalized energy intelligence — giving customers real-time insights into their usage, recommendations for reducing bills, and tools for managing their evolving relationship with the grid.