4 Ways to Transform the Utility Customer Experience

by | Feb 22, 2022

The Way Customers Interact With Your Utility Is Undergoing Profound Change

In the past, interactions took place in person and over the phone, or through the most common customer touchpoint – the paper bill. Utilities knew how to take advantage of these predictable interactions to build strong customer relationships.

Today, as more and more interactions go online, providing great customer experiences (CX) means a shift in thinking. Strong customer relationships are more important than ever, but achieving these relationships is less straightforward.

Roadblocks to improving CX

Personalize CX

The rise of personalized customer experiences across other industries has set a new standard for utilities as well. Customers now expect immediate service, through their channel of choice, and fast resolution of their concerns. And, to complicate this situation, there has been a proliferation of new channels, and customers expect the utility to communicate with them across these channels, while maintaining the highest levels of security and confidentiality.

At the same time, new and increasing operational challenges are cropping up for utilities, and these too can impact customer experience. These include pandemic related changes, like stay-at-home orders making employees remote workers, and changing market conditions for utilities (e.g. solar power, electric vehicles). Utilities also need to communicate service interruptions (for reasons including unexpected weather events).

In such a challenging and rapidly evolving situation, it would be simple for CX to slip to the bottom of the priority list. But allowing your CX to falter would be an error. Happier, more satisfied customers are more likely to trust and support your utility as it evolves, so an investment in their experience is an investment in your future success.

To learn more on how to prioritize your digital CX improvement projects, download the playbook:


The Ultimate Guide to Transforming the Utility Customer Experience. Download The Playbook Now

Addressing new challenges through digital transformation

Forward-thinking utilities recognize that the nature of customer interaction has changed and will continue to do so. But just deciding to raise the bar for customer engagement isn’t enough. Utility companies, often working with limited CX budgets, need to carefully select which facet of their customer experience to improve first.

Drawing on our experience working with hundreds of utilities of various sizes, we advise addressing the following areas for improvement:

These interactions represent your most common customer touchpoints and thus offer the best return on your transformational investment.

  1. Enhance the billing experience with better looking, easy to understand bills, personalized for each consumer and delivered through their preferred channel.
  2. Upgrade the payment process with mobile enabled, multi-channel payment options and flexible payment plans, while maintaining the highest levels of security.
  3. Empower customers with self-serve options like a robust online portal that offers rates, consumption and deadline details, a bill archive, and other value-added personalized communications like tips on reducing usage.
  4. Support staff to drive better outcomes by putting all customer data at their fingertips so they can resolve issues faster, whether they are working from the office or from home.

Improved CX adds value for both customers and their utility

By nurturing the relationship between your utility and its customers, you can expect a host of tangible benefits from loyalty to earlier payment, to adoption of services like auto pay, to increased patience and trust in the event of an unplanned outage.

A customer experience strategy focused on the four key areas outlined above will help you address some of the most common points of customer experience failure and turn them into moments that build stronger relationships. For utilities facing a higher bar for customer engagement, these areas of focus represent opportunities to advance and take advantage of new digital ways to communicate and interact. Why not get started today?

How Doxim can support utility CX transformation

Digital transformation

As a single, trusted partner offering a holistic CCM solution that will meet all your CXM needs, Doxim can help you operationalize your customer experience strategy and make every interaction count.

Doxim’s omnichannel CCM platform can empower your business users to generate the frequent, ongoing, and personal interactions your customers crave, and distribute these communications through multiple channels (via print, PDF, HTML, email, text, and online interactive experiences).

The omnichannel capabilities of the platform are such that when a customer calls in to speak to a service representative or engages with a chatbot, both human and machine can provide immediate assistance by calling up the communication or document that the customer received. This keeps every customer communication connected, making multi-step, omnichannel customer interactions a reality.

Behind the scenes, Doxim’s seasoned customer experience experts can also help you encourage customer engagement and consult on creative communication design that delivers a great user experience.

And of course, Doxim’s customer communications management technology offers you all the security and compliance features you require to keep your customers’ sensitive data secure, plus the scalability and flexible pricing you would expect from a modern SaaS-based solution.

Let’s discuss ways to enhance your utility company’s customer communications to effectively boost customer experience management. BOOK A DEMO

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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