An industry snapshot
Even before the COVID-19 pandemic hit, the utilities industry was being thrust headfirst into a new era of connectivity defined by convenience, innovation and personalisation. Having been spoilt by the likes of Amazon, Apple and other digital-first disruptors, consumers had begun to expect every organisation to deliver the same intelligent, joined-up experiences. And that includes their utilities providers – even if customers only interact with them a few times a year.
The pandemic has only served to accelerate this shift – placing pressure on providers to meet rising engagement levels, provide empathetic interactions and manage the impact of social and economic disruption.
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