The Seismic Shift in Customer Engagement Within the Utilities Sector

Carol Johnston, VP of Energy, Utilities & Resources at IFS, explores how the utility sector has historically equated exemplary customer experiences with delivering safe and reliable services (specifically electricity, gas, and water). As the industry has been evolving in recent years towards sustainable energy, the service model has also changed.

Interactions with customers were primarily based on written communication, telephone, and of course in person. It was difficult to collect customer feedback and was often found in the instance of a negative interaction with a customer, for example, complaints about bills and power outages. This means customer feedback results have traditionally been skewed negatively too.

Now in the present day, a new service model has arrived on the scene. Encouraged by the developments of digital evolution during the pandemic, how organizations engage with their customer has changed forever.

Read the full article from IFS here.