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 more choices in the last five years than ever before,” says Brent Baker, Vice President and Chief Customer Officer at City Utilities of Springfield, Missouri. “Utilities are beginning to understand that customers could choose to move some of their energy usage to a different source. That’s why we must treat every customer interaction like they have a choice, today or in the future, of going somewhere else.”