linkedin Five customer experience trends to watch for in the energy and utility industry - Quinnox

Five customer experience trends to watch for in the energy and utility industry

Services & Solution

The energy and utility industry is in a period of change. New technologies are emerging, deregulation is happening in some markets, and customers have more choices than ever. In this rapidly changing landscape, utilities must focus on delivering a solid customer experience. 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 the energy and utility industry.

  1. The improved user experience of digital channels
  2. Mandate to save the planet as a guiding focus for customer interaction.
  3. Increased use of technology to create a personalized customer experience
  4. A focus on the entire customer journey, not just individual interactions
  5. Increased use of data analytics

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.

Mandate to save the planet as a guiding focus for customer interactions: 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

Increased use of technology to create a 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.

A focus on the entire customer journey, not just individual interactions: 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 needs. Only by taking a holistic view of the customer journey will utilities be able to provide a truly excellent customer experience.”

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.

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 utility company provides an excellent customer experience that meets your customers’ needs at every stage of their journey.”