Moments that Matter: Maximizing the value of customer engagement in Europe

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Utilities worldwide are confronting the perfect storm. Demand is flattening for the first time in a century. Distributed generation is rising. New regulations are hitting the generation stack, and new competitors are entering the marketplace.
Tomorrow’s energy consumers are at stake. To thrive for another century, utilities have to capture their attention, exceed their expectations, and earn their trust over the long haul. It starts with the customer experience.
Through a combination of utility executive interviews, call centre data analysis and a global panel survey of 7,000 customers across seven countries, Opower’s Consumer Insights team outlines the key moments in the customer experience along with actions utilities must take to improve them.