In all the cost saving and revenue generating opportunities of the great digital revolution, it’s easy to lose sight of who brings the real money to the table – your customers. But how well are you able to meet their CX demands?
Delivering an exceptional customer experience through highly personalised, contextual communications across all channels improves loyalty, helps to increase engagement and participation in energy conservation programmes, and drives business growth. However, most utility companies lack the proper infrastructure to support a CX strategy that spans the entire business. Legacy technology, departmental silos and changing regulations add additional layers of complexity and hinder progress.
For each great stride forwards you take in digitising your organisation, and for each digital magic moment that you create, there needs to be someone to use the new functionality – your customers. And yet in many utility companies, these very same people are being lost in the rush to advance, with functionality incorrectly being equated to experience and these institutions beginning to see their digital take-up plateau as a result.
Today, customer experience is the new battleground for business. But when all your stakeholders are obsessed with ROI and not experience, can you really achieve what your customers are demanding?
In this session Nick Emanuel, Solutions Architect and Utilities SME for Quadient, will show you how to define a solution that puts your customers at the heart of everything you do, and that gives you the omnichannel experience that for many has been the unreachable holy grail for so long.