Powering Relationships: Seven Ways to Reimagine the Supplier-Customer Dynamic

A Critical Inflection Point

Historically, consumers have accepted infrequent utility supplier engagement that is purely transactional, but as energy costs rise and the impacts of global warming increase carbon emission concerns, consumers expect a deeper relationship with their suppliers. They want personalized 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 the ones to realize their decarbonization goals and emerge 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 reverse this trend and realize long-term 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 individual needs. In this Playbook, we outline seven ways utilities can use customer communications to reimagine the customer dynamic for the future of energy. 

Complete the form at right to download the Playbook and learn how to:

  • 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, cross-channel outage alerts and updates
  • Leverage insights to drive sustainability and green product/service adoption
  • Address the vulnerable with targeted energy efficiency programs and savings

Reimagine your customer dynamic today to pave the way for a more sustainable future! 

Utilities Industry Playbook
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