The constant evolution of technology and customer expectations impacts every industry across the board, including utility providers. In the midst of all of these changes, providers need to keep up or risk commoditization.
Our team of utility experts is attending CS Week, April 8-12, in Phoenix, Arizona. They’ll meet with industry executives to discuss how to build better relationships with customers, support customers journeys, and avoid commoditization.
We’ll be exhibiting at booth #1111, and our Director of Digital Strategy, Brian Flanagan, will also be participating in several session, including the below.
Optimizing the customer journey through personalization
Good UX Means Good Business
In a world where technology is rapidly advancing and user expectations are rising, it’s no longer enough to have an average user experience; to delight your users and surpass your competition you must strive for the exceptional.
Many utility customers only think of their provider when they’re starting or stopping utility service, paying bills, or dealing with an outage or other problem. To better engage customers and avoid slipping into the realm of commoditization, utility companies need to provide consistent value throughout every stage of the customer’s journey. By leveraging personalization, utility companies can build relationships that provide long-term customer value.
- Learn about the four models of personalization (contextual, persona, behavioral, and journey)
- Understand how personalization can be used to improve customer experiences
- Identify a journey-based approach to customer experience
Are you attending CS Week? Get in touch to schedule time to meet with our team.