North American utilities, to date, have operated as service providers that were immune to the pressures of customer experience innovation. This model is no longer fit for consumers who expect interactions that are convenient, personalized, and proactive.
Historically, utility performance was measured by infrastructure reliability, outage reduction, and capital efficiency. CX was considered a secondary spoke in the wheel, important to manage complaints but not strategic to the business model. Today, regulators, commissions, and public utility boards are aligning more closely to customer expectations. Digital engagement rates, complaint trends, and even satisfaction scores are increasingly tied to approval conditions for rate increases.
In our new five-part series – ‘Beyond the meter: reinventing utility CX for a proactive and personalized future’ – we explore how North American utilities can reinvent how they fundamentally reimagine operations to become platforms for empowerment and value delivery through recreating their operating model, culture, and capabilities to align with customer expectations real time.
