Each touch-point with the customer is becoming more critical which include digital & mobile options, and direct transactions to resolve issues in real time.

Why CEM in Utilities?

According to a recent survey conducted by Accenture, only 24% of consumers trust their utility to optimize energy consumption, a decrease of up to nine percentage points from 2012.

Utility companies are redefining their role in consumers’ lives and refocusing on building a base of trust. Each touch-point with the customer is becoming more critical which includes digital & mobile options, and direct transactions to resolve issues in real time.

It is vital for utilities to think about their customer satisfaction investments with a targeted approach to simplify the consumer energy experience, to address the concerns of dissatisfied consumers and to close the expectations gap.

Explore this two-day forum where you can

• gain actionable insights to help frame the customer journey
• improve your organization’s customer experience management strategy
• boost customer satisfaction for continuous success in the evolving energy marketplace