With more energy choices emerging, customers are expecting the same level of service from utilities that they have become accustomed to from other businesses.
To stay competitive, utilities must not only deliver better customer experiences, but also stay agile and ready to adapt to ever-changing technology.
McKinsey analysts describe utility transformation as inevitable and beneficial, saying “For utilities, transformations can not only improve customer satisfaction and acquisition, but yield productivity improvements, revenue gains, better network reliability and safety and entry into new business areas.”
Read this whitepaper to understand the growing expectations of digital-first customers, and how your utility can meet those expectations.
- How the digital age has changed customer expectations
- Key moments in the customer journey, as outlined in McKinsey’s annual North American customer-experience survey for utilities
- Real-world examples of how utilities have met or exceeded customers’ service expectations