5 Trends to Follow to Transform Customer Experience in Utilities

Mayer Singh | SVP & Delivery Center Head - Quinnox

Customer Experience
According to the Salesforce report, 80% of customers consider experience as important as a company’s products and services. However, when delivering personalized customer experiences (CX), energy and utility industries have often lagged compared to other sectors. But times are changing, and as new technologies and increasing competition are making their way, companies are prompted to prioritize the utility customer experience. Utility customers now demand best-in-class experiences and impeccable customer service. The next-gen consumers are asking for more than just efficiency from their utility provider. They expect the same levels of choice, service, and engagement from their consumption experiences in banking, shopping, and travel. Therefore, energy and utility companies are focusing more on delivering a solid customer experience to meet customer expectations and stand out as the best among competitors. This means being accessible and easy to do business with, providing clear and transparent communication, and using the mandate to save the planet as a guiding focus for customer interactions. Here are five customer experience trends in utilities that your team can keep an eye on to respond to the changing market dynamics and learn how to deliver unforgettable customer experience for utilities at all touchpoints of business.

1.The Improved User Experience of Digital Channels

Meet customers where they are by providing accessible and transparent communication. Utilities must meet customers where they are—literally and figuratively. This means being accessible on the channels customers prefer, whether by phone, email, chat, or social media. It also means transparency in all communications, from pricing to outages to environmental impact. Customers want to know what’s going on, and they want to know that their utility is being upfront with them.
Customers increasingly use digital channels such as websites and mobile apps to interact with their utility providers. It is, therefore, important for utilities to ensure that these digital channels have a good user experience. This includes ensuring the channels are easy to use, provide relevant information, and offer a consistent experience across all devices.

2.Commitment Towards Saving the Planet

Many utility customers want to do their part to save the planet. In fact, according to a recent study by Edelman Intelligence, 64% of consumers said they would pay more for goods and services from companies that are committed to positive social and environmental impact. Utilities can use this as a guiding principle for all customer interactions—from providing information about energy-saving programs to offering incentives for using renewable energy sources. Leverage technology and creativity to make clean energy accessible and empower agents and customers.
Utilities must use technology and creativity to make clean energy accessible to all customers, regardless of location or income level

3.Increased Use of Technology for Seamless Customer Experience

Technology plays a crucial role in creating a seamless customer experience. Utilities need to use technology such as automatic meter reading (AMR), advanced metering infrastructure (AMI), and smart grid technologies to provide customers with a more convenient and efficient experience.
Additionally, they need to ensure that all systems are integrated so that information can be seamlessly shared between departments and across channels.

4.Increased Focus on Overall Customer Journey

To provide an excellent customer experience, utilities need to focus on the customer journey, not just personal interactions. This means understanding how customers interact with different channels (such as phone, web, or in-person), their needs at each stage of the journey, and how best to meet those need. Only by taking a holistic view of the customer journey will utilities be able to provide a truly excellent customer experience.”

5.Increased Use of Data Analytics

Data analytics is becoming increasingly important in all industries, but it is essential in the energy and utility industry. With the increasing use of smart meters and other data-gathering devices, utilities can collect a large amount of data about their customers. This data can be used to improve customer service, identify potential problems, and develop new products and services. Moreover, energy solutions like smart metering and smart grids have many eco-friendly benefits, including the ability to regularly manage energy consumption as per climate conditions and the reduced need to send individual meter readers to customer locations.

Wrap Up!

The energy and utility industry is changing rapidly, and customers are becoming more demanding. To keep up with the competition, it is important to be aware of the latest customer experience trends so that you can adapt your strategy accordingly. By staying up-to-date with the latest trends and using data analytics effectively, you can ensure that your company provides an excellent customer experience for utilities that meets your customers’ needs at every stage of their journey. At Quinnox, we understand how important it is to deliver top-notch customer experience in utilities to turn customers into happy advocates of your business. Our team of experts is ready to assess your needs and provide a comprehensive plan that puts your customers first. Connect with us today, and let’s improve your customer journey together!

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