Winning Over the Utility Customer

When most people think about customer experience, they think about fixing something. For quite some time now, customer experience has been mistreated as simply service. Solving problems is indeed an important role, but the key is building true-connected-customer experiences.   

True customer experience is proactive and informative and not reactive and transactional. The transformation starts with a mindset shift of not treating the experience as only a problem-solving function but as a building block to create unmatched value – a core fundamental of building strong relationships.   

Customer experience. Customer care. No matter what we call it. It’s how one can transform overall experience into an opportunity to create more human value.  

Imagine CX as a function so essential that every utility tries to engage their customers at every step of their journey—educating them, engaging them, empowering them.   

Honestly, I remain incredibly optimistic about the future of utility CX because, for most utilities, it’s not just about technology. It’s about organizing relationships and strategies that create shared value with their customers, employees, and community, and that’s where lasting change can happen.  

“It’s a radical change to realism.”

What’s needed now is nothing less than reimagining the utility industry’s foundational building blocks to explore completely new areas of value and expand the range of experiences in the daily lives of the end customers.  

So, let’s talk. Let’s discuss the challenges and ways to overcome them.  

This CS Week, hear from thought leaders, and industry trendsetters talk about why exceptional customer experiences are key to business growth today and in the future – Discussions that’ll surely leave you inspired. Also, explore their winning digital-first and 1:1 journey strategy, all geared towards improving the CX.  

Here’s a sneak peek at how some of the utilities are becoming the best versions of themselves and advancing each and every day. Hear LIVE from industry’s trailblazers – Leaders leading from the front.  

Innovations Driven Future for Digital Energy & Utilities  

The lure of new possibilities and innovations has attracted players from the sector and changed the makeup of the energy market. As the boundaries between industries blur, utilities are being challenged to build on the digital progress they have already made and continue innovation at every step.  

How do we do it? What should be done? But there’s so much already done...  

The questions persist in every utility leader’s mind.   

Well, it’s not one day, it’s a consensus year in the making. With reinvention, co-innovation, and forging new alliances to come up to speed, utilities shall take the reins and drive long-term change in the years to come.  

Making Modern Utility A Reality   

Against the backdrop of an ever-changing industry landscape, rising customer expectations, rapid digitization, and new technological advancements, NiSource realized the need to adopt a transformational, data-driven, and user-centric approach to achieve long-term success. The utility embarked on its digital transformation journey to meet the demands of modern customers, optimize customer relationships, and provide flexible services to the end-users.  

Indeed what they thought came true, NiSource reshaped the way they interact with customers and delivered a frictionless, connected digital experience.  

Revolutionizing Omnichannel Experience to improve CX  

During the pandemic, utilities have upped the ante on customer service strategies showing customers that they care. This is exactly what Alliant Energy did - extended a helping hand to their customers in their time of need. Right from offering new billing & payment experiences to extending a whole new demographic for a self-service web portal, the utility realized the long-term opportunity to rethink the status quo and embrace innovation, and shift from the traditional static, one-way relationship to one that is dynamic and interactive.  

One thing is surely made clear- there would be increased reliance on digital platforms to ensure business continuity and service delivery irrespective of any situation.   

Putting heart where it matters the most  

No doubt, there is a laser-sharp focus on leveraging digital technologies to address the future of energy and water, customer engagement, intelligence, operations, and leadership. For utilities engaging in such digital cloud transformation, they need lessons from trailblazers.    

In this session, we learn from one such utility trailblazer- Liberty, and follow their journey as they undergo digital transformation by embracing the Customer-First Philosophy and how they cater to the needs of over +1 million customers and build long-lasting experiences. Everything that Liberty does is to make a positive difference for the people they serve.   

Citizen-Centric Digital Transformation- Delivering Unique Experiences  

Undoubtedly customer-centricity is important, but what if we tell you delivering a connected citizen-centred approach is paving the way for utilities. Companies have shifted their transformation model and transformed service from a cost centre to a value driver.  

This time it’s SouthWest Gas, San Diego Gas & Electric & NiSource sharing insights on how the new-age utilities can empower their end customers with seamless omni-channel access, increase digital self-service for customers and internal stakeholders, personalize the digital experience, deliver data-driven insights via predictive analytics, and above all increase speed to market via agile delivery.  

An interaction that I am sure we’ll not want to end.  

Smart Utilities. Smart Customers. Smart Mobility – Smart everything  

When it comes to eMobility, particularly electric vehicles (EV), I confess that I’m passionate about it. Whether developing connected and automated vehicles or creating innovative user experiences, the whole concept of ‘mobility’ is being disrupted. People’s expectations are changing in every aspect of their lives, and in parallel, the sustainability revolution is already underway.  

As the new market dynamics evolve, the winners will be those who define and adapt to the changes first.  

It’s time that we gear up, discover the fundamental pillars, and solve the burning question of how to unlock value and build profitable mobility service offerings?  

“Organizations that develop true customer connections will thrive in the digital economy.”  

So, here you go. The path of 360-degree evolution – from insights to action starts here.   

The stage is set; it’s time for Light, Camera & Action Now.  

Join us at CS Week 2022, where you come up with your need to create value for your business, and we’ll help you embrace the change. Also, delve into the latest innovations in customer experience, explore utility success stories, and share invaluable strategies and best practices on orchestrating intelligent technologies to give your CX initiatives a much-needed facelift.  

As the utility face is changing, investing in the customer experience and tailoring it to the changing environment will separate leaders from followers. Performance trajectories diverge, and we together shall see clear winners emerging.  

Connect with our experts at CS Week 2022 to fast-track your digital journey to building superior customer experiences.