Customers increasingly want to transact digitally with their utility, and expectations for that experience are being driven by other industries. Utilities that build compelling digital experiences see gains in satisfaction and lower costs in serving customers.
Building a Best-in-Class Digital Experience™ helps utilities build compelling digital experiences by looking at customer and market trends during the last year. It will specifically examine how utilities can create compelling mobile offerings—both mobile web and native apps—that yield high containment and produce strong customer satisfaction as well as how utilities can deploy email as an effective customer service channel.
The report will enable subscribers to:
Understand which customers want to use different digital service channels
Optimize Digital Touches
Gain insight into customer desires for mobile and email service in order to build the proper platforms, processes and procedures for digital excellence
Benchmark Against Best-In-Class
Identify utilities that are currently delivering digital excellence and benchmark your utility’s performance
Email Service Expectations
Digital Channel Performance On...
Service Interaction Reasons
Overall Impact of Digital on Customer Experience
Publication Date: October 2022