Tag: Customer Experience

November 30, 2023

U.S. utilities are at an interesting inflection point. Governmental and consumer pressure to decarbonize has propelled companies to accelerate their sustainability initiatives and introduce new business models. Although global warming is threatening all companies, the electric utility industry is arguably […]

November 3, 2023

Every day, millions of people are unable to access the critical government services they need because of the complexity of navigating program enrollment and the bureaucracy of government agencies. Recognizing its responsibility to provide equitable and fair services to all, […]

October 17, 2022

Technology advancements and the increase in digital tools offer the potential to improve the delivery of public services. The customer and citizen experience (CX) matters—and like counterparts in the private sector, state, county and municipal government agencies recognize that providing […]

June 21, 2022

When it comes to compelling customer experiences, energy utilities have often lagged other industries. But changing customer expectations, new technology and more competition are prompting energy utilities to make customer experience a priority. “The reality is that customers have had […]

November 15, 2019

As customers become more sophisticated, and satisfying them grows increasingly important to utilities, artificial intelligence (AI) is emerging as a way to increase engagement, though with a range of challenges, analysts told Utility Dive. For example, smart thermostats use AI […]

March 6, 2018

Amazon’s analytical approach to understanding the customer allowed it to move beyond books and dominate the retail space. Entire industries are getting upended and transformed as a result. This story about disruption is a familiar one. We’ve seen how it […]