Customer Transformation In The Utilities Sector

Balancing your customer and business needs

Over a relatively short period of time we have seen customers' expectations change dramatically. Busy people who are constantly on the move are utilising new technology for everyday tasks such as banking, shopping and catching up on the day's news.

This shift has forced customer service to the top of the agenda for all consumer brands. The utilities sector has additional challenges. A majority of customers perceive current energy costs to be particularly high. When you combine this with the regulator driving price transparency, and technology providing customers with the tools to compare these prices and discuss quality of service in open forums very quickly and easily, the customer experience and brand loyalty are two topics high on the agenda of the utility executives. Smart meters could be part of the solution, but with the recent announcement from DECC (Feb 2012) that the implementation of such devices will be made on