From the decline in paper billing to the rise of smart technology, the connected universe is evolving and with it comes the evolution of customer service.

Customers of utility providers are now tech-savvy, and the Internet of Things is a major part of the everyday person’s homelife. From smart light bulbs, to smart home heating and utility tracking, customers are increasingly connected to their utilities.

Deloitte’s Global Mobile Consumer Survey reads: “The connected universe continues to evolve with the smartphone in its center."

"More than ever, consumer habits and telecom trends are in focus and poised to fuel the growth, with 5G on the horizon, and many Internet of Things (IoT) applications in development.”