Digital In A Regulated Industry

After working within the utilities industry for several years, I have come across challenges that many regulated organisations face when trying to manage and deliver changes in the fast moving world of digital.

In an industry where it is hard to differentiate yourself, such as utilities, a great digital customer experience can be the difference between retaining a customer and losing a customer. Customers have an expectation that they will be able to sign up to products online, manage their account online and do all of this without any instabilities in performance. If this expectation isn't met, customers will become frustrated, have a negative brand perception and may eventually be inclined to move their business elsewhere.