Utilities Digital Customer magazine

Customer care is becoming a differentiator across all industries—and the energy and utility industry is no exception. They are being challenged to revitalize and personalize their customer interactions while controlling costs.

To compete, companies need to build client centricity throughout their organization, know their customers as individuals, and provide personalized and proactive care across many channels, when and where customers want.

But providing this level of customer care is challenging. According to a recent IDC Futurescape study, only 1 in 5 utilities will raise customer satisfaction scores by more than 10% or reach a positive net promoter score in 2018.

When paired together, customer engagement analytics and AI-infused virtual assistants (chatbots) can help provide a superior level of personalized customer service when and where your customers want to communicate. AI will help cut costs, automate rote queries, and free customer care reps to focus on higher value interactions, making for happier customers, employees, and businesses.

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