Why Utilities Need to Re-energize their Customer Experience
Utilities are under pressure to rebuild customer trust, create superlative customer experience and manage their operations effectively. Delivering the customer promise is relatively straightforward. Delivering it profitably is a bigger challenge.
Customers demand personalized, relevant content, seamlessly delivered via multiple channels in new ways. And they want it faster. For companies, recognizing the combination of the power of customers with digital technologies is not only fundamental to the way we deliver customer experience, but also to changing the way we do business, and getting those crucial two steps ahead of the competition.
In this presentation find out how Utilities are using digital to reshape their business performance 'outside-in', from increasing customer and employee intimacy, managing cost-to-serve and importantly accelerating revenue and profitability growth.
First presented at European Utility Week 2014 by Capgemini's Philippe Vié and Maggie Buggie.