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The COVID-19 pandemic has had a huge impact on telecommunication utility providers. With more people working remotely than ever before, people have adapted and as a result, customer expectations have risen sharply.

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If you’re a utility, then you should be looking to better understand your utility customer, so that you can improve the customer experience, enhance your own internal efficiencies and drive up utility customer satisfaction. But how? A utility customer portal can help you do just that. 

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Utility websites continue to struggle when it comes to delivering a satisfying and engaging utility customer experience

That’s according to the recent J.D. Power 2021 Utility Digital Experience Study, which found utility mobile apps and websites have shown they can deliver on basic tasks as the world transitions to digital-first customer engagement models, but more in-depth functions (such as research on energy-saving information or updating service) continue to present major challenges.

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The beginning of June marked the official start of the 2021 Atlantic hurricane season, and it is expected to be an “above average season”.

The National Oceanic and Atmospheric Administration (NOAA) has predicted a 60 percent chance of an “above-normal” hurricane season and just a 10 percent chance of a “below normal” one.

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In the utility landscape, the energy consumers will often have to reach out to their utility provider for a number of reasons. Perhaps they need to update some information on their account profile, or maybe they are looking for outage updates, or quite simply, the consumer wants to know why their bill is so high.

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Changes in online customer behaviour has had huge implications on what customers now expect from the brands and service providers they do business with. In fact, the customer experience (CX) is now crucial for retaining highly-satisfied customers.

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Traditionally, utility providers haven’t been known for providing an amazing customer experience (CX). With customers typically having no choice in which company they use, utilities in the past haven’t seen the value in prioritizing customer satisfaction or experience.

However, as customers come to expect improved experiences, greater personalization and seamless customer support with all of the organizations they deal with, utility providers are increasingly seeing the customer experience as an opportunity to delight their customers.

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As the human population and its demand for resources continues to grow globally, so does the necessity for utility providers to demonstrate their commitment to sustainability. This can be achieved through the creation of conservation and demand management strategies.

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Improving a utility’s customer satisfaction is largely driven by the customer experience (CX) and the benefits of internal efficiencies. It’s for that reason modern utilities simply must focus on reducing friction in their customer support strategies. To do this, utility providers must implement new changes that will reduce customer effort and improve customer engagement.

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The most important consideration for the success of your utility is its customers. Engagement is a crucial aspect of the customer experience, and creating satisfied customers should be at the heart of every utility’s business model. 

With that being said, a protected customer is a satisfied customer; therefore protecting your utility’s customers from external scams should  be a priority. This is particularly important right now since utility scams are on the rise in a number of locations across North America. 

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