Points of View

Utilities’ customer experience is the digital battleground—legacy firms must prioritize it alongside cost

Jan 13, 2020 Josh Matthews

Utility executives must ensure that customer experience (CX) isn’t just a token “focus”—it’s largely ignored in HFS’ most recent data against a greater desire to cut costs and improve both top and bottom lines. Utility industry firms must engrain its constantly evolving CX into strategy and then act on it, whether that’s by acquiring nimble startups or digital disruptors, partnering throughout the utility value chain, or making sure they have the right service provider and a consortium of partners to stay competitive and avoid being ousted. ENGIE’s recent partnership with Accenture, Salesforce, and Vlocity is but one recent example of a shifting utilities industry with both customer and employee digital experience at its heart.


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