The survey revealed that developing a consistent multichannel service is the biggest challenge for utilities companies when trying to engage with consumers, followed by dealing with low consumer interest in their wider product offering. The top
influencer on customer choice of supplier is considered to be price. Meanwhile, utilities companies are prioritising customer experience (including billing) and optimisation of self-service channels as principal areas for improvement.
The survey results also show that investment in new technology will be firmly on the radar for 89.5% of utilities companies in the next 12-18 months – and the top areas of investment will be voice-activated systems and online self-service. The 10.5% of companies which do not plan to invest cited lack of funds, development plans for existing systems and timing as the key reasons.
It was also interesting to see that utilities companies are drawing inspiration from businesses in other sectors, with Amazon and Apple nominated as leading influencers.
To download the report in full please click here - http://www.customerexperienceutilities.com/
