Manage and align customer expectations and customer experience execution to help optimize returns.
The power and utilities (P&U) industry is evolving to focus on customer understanding and service excellence. However, the question remains: are utilities evolving fast enough to grow their customer offerings while ensuring sustainable returns?
Who wins the race for the utilities customer is far from certain. The industry itself is undergoing significant disruption from increased access to distributed and alternative energy supplies, a changing regulatory environment, and rising customer expectations driven by online experiences that involve customized experiences, fast and easy purchases, service tracking, remote security control, and other services.
In our previous publication, The race for the customer: Winning in a dynamic marketplace, we discussed how the P&U industry faces challenges from a growing number of competitors. In the following paper, we will discuss how utilities can provide individualized and enhanced services for residential consumers while still balancing service experience and expectations in a way that optimizes revenues.