Four Predictions Utilities & Energy Retailers Should Pay Attention To In 2017

In the face of negative net promoter scores and poor customer satisfaction, especially when compared with other service or product suppliers, utilities have to look at ways at transforming their relationship with customers and design interactions that meet customer-specific needs.

Recorded: 21 Nov 2016

Webinar Overview

In the face of negative net promoter scores and poor customer satisfaction, especially when compared with other service or product suppliers, utilities have to look at ways at transforming their relationship with customers and design interactions that meet customer-specific needs.

The strategies adopted by utilities can vary significantly, but investments in new IT solutions and a need to significantly improve their overall customer engagement capabilities will feature prominently.

Our research has indicated that among the prominent customer engagement strategies adopted by utilities, integration of existing CIS technologies, going beyond the meter, adoption of advanced technologies and competitive insights as a result of customer analytics are key strategies that can assist utilities in closing the capabilities gap.

In this presentation, we will outline a four predictions that ought to feature prominently as utilities strive to address poor sales performance, poor operational capabilities, and a lack of productivity tools.