Customer Experience Management in Utilities: The Era of Empowered Customers
Organization: American Leaders
Venue: Hilton Baltimore
|Event Date/Time: Feb 24, 2014||End Date/Time: Feb 25, 2014|
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