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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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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 an on-demand world where customers can access information at their fingertips, one of the most transformative ways to improve the utility customer experience is through the introduction of self-service options.

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Today, customers are always expecting high-quality customer service offerings from all of the companies that they do business with. A superior customer experience (CX) is now crucial to customer satisfaction. 

Research from McKinsey’s Journey Pulse survey in utilities shows that delivering stand-out moments that go above and beyond customers’ expectations can lead to dramatically higher satisfaction.

Yet, utilities typically lag behind other industries in creating these “wow” moments, with just 33 percent of utility customers experiencing one of these experiences in the past year as compared with 58 percent for airlines, for example.

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Two main objectives come to mind when utilities want to improve business -  firstly, they want to improve operational efficiencies so that they can better allocate their internal resources and save costs. Secondly, they want to build better customer experiences and improve customer satisfaction.

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The concept of on-demand consumer services has grown exponentially in the last few years. On-demand TV and movies are entrenched in the home entertainment industry, e-commerce is soon expected to overtake physical retail (if it hasn’t already) and the public transportation industry has been hugely disrupted by on-demand apps.

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COVID-19 made a dramatic impact on our lives and continues to do so. Stay-at-home orders, social distancing and how we engage with the organizations we do business with has changed our day-to-day interactions. 

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Self-service solutions aren’t a new idea. Think of the last time you put fuel in your vehicle. Unless you live in certain states, you likely pumped your own gas. ATMs are commonplace all over the world because people hate waiting in line to deposit or withdraw cash from a human teller. Convenience factors into how a customer will perceive a company, brand, product, or service and how frequent they’ll use it. 

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COVID-19 has dramatically changed the way businesses currently operate and it may very well influence how businesses operate going forward. While essential industries are still open to the public, the vast majority of sectors have temporarily closed down their offices  and are focussing their efforts through remote work. 

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Technology has been driving the way we do business across all industries for decades, but in the last few years particularly, it seems to be accelerating dramatically with innovations and changes happening almost overnight.

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