In the past and still till this day, the utility sector has not been renowned for providing superior customer experiences (CX) to delight their customers.
In fact, it was often the case that utility providers had little interaction with their customers. With virtually no competition in the industry and no choice for customers, utilities delivered adequate customer service but did not prioritise the customer experience. The only time utility customers interacted with their provider was for billing matters and service calls. Not exactly two conversations that leave the customer feeling delighted with a utility’s service offering.Read More