While the overwhelming majority (89%) of organizations claim that customer experience (CX), underpinned by digital transformation, is critical to their survival and a top strategic priority, over half (51%) of respondents are failing to act. This tension is particularly visible in the energy industry.
Digital transformation, changing regulations, and new industry structures are all impacting the traditional utility model. With the new world unfolding, digital opportunities are opening for utility companies to redefine products and services, support decentralized energy production, and build deeper customer relationships by moving from an energy asset-based focused to a more customer-centric focus.
Based on insights from Quadient’s energy experts and utilities customers, this paper presents an overview of key trends in CX that are impacting the energy market. While recognizing that digital transformation will play out over long timeframes, this paper aims to provide practical advice that can be used today to build superior customer experience.
With so much disruption impacting the industry, there is no time to wait.