The Utility Industry Reaches a Critical Inflection Point
Consumers have long accepted infrequent, transaction-orientated utility supplier engagement, but as energy costs rise and the impacts of global warming increase interest in green energy, consumers desire a deeper relationship with their suppliers. They want personalized, omnichannel engagement that goes beyond the bill and provides them with transparency and control over their consumption. The suppliers that can rise to the occasion and deliver the dynamic engagement that customers desire will be able to drive innovation and secure their place at the forefront of the energy transition.
From Impersonal Supplier—to Valued Energy Advisor
According to a 2024 Gartner Power & Utilities Trend Report, 26% of utility CIOs and technology executives cite “excelling in customer experience” as the top outcome sought by digital tech investments, yet 52% are failing to see their investments meet performance expectations. To realize results, utility leaders need to focus on the foundation of customer experience: customer communications. Utility suppliers can create an exceptional customer experience with more frequent, personalized, and connected communications that address emerging customer behaviors and needs. In this Playbook, we outline seven ways utilities can use customer communications to reimagine their customer relationships for market resilience.
Download the Playbook for actionable guidance on how you can:
- Evolve into a valued energy advisor with consultative, 1:1 communications
- Improve cross-channel consistency by unifying data, systems, and teams
- Enhance service access and convenience by integrating digital self-service
- Demonstrate reliability with timely, multi-channel service outage updates
- Leverage insights to drive sustainability and green product/service adoption
- Support the vulnerable with targeted energy efficiency programs and savings
Reimagine your customer dynamic today for a more sustainable future!
