Utility Week Insight Report: Communications for the 'new norm'

How harnessing communications technology can deliver a more agile customer response
 

The need for agility to respond to customers in timely and personalized ways has never been greater than in the current crisis.

But as utilities open up more communication channels to customers:

• How can they ensure their operations become more efficient?
• What role can customer communications management systems and other technologies play?
• What does good communication look like, and why is it even more important today?
• The need for more for communication channel choices, and how to provide it?
• What is Customer communications management (CCM) versus Customer Relationship Management (CRM)?
• When to focus on Omnichannel choice versus efficiencies?

“A cultural shift has happened within business and outside amongst customers - utilities could capitalise on this and emerge different, more efficient, more digital. I would like to think they’ll invest more in social media, video customer experience and other digital channels such as livechat. There is a window of opportunity in the future, again because people have got used to using these tools that they didn’t use before as customers. If companies do interesting things in social media or digital channels, I think they’ll see the benefits, customers are drawn to it. And customers will start looking there for information, before calling contact centres.“I think there’s definitely something around more video conferencing, for internal stuff, but also for customer communication. Because there’s an appetite for doing it now. And the trick is, if we do it quickly after the crisis is over, it will become a normal form of communication. But if we wait, people will just see it as something they did in the crisis, and they won’t pick it up again.”

Download the is Insight Report from Utility Week to learn more.