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"Unlike a CIO at a true start-up, which has a clean technology slate from which to build efficient IT systems, I inherited an eclectic mix of technology infrastructures that somehow had to be melded into a cohesive, state-of-the-art IT organization." –

Virgina Guthrie, former CIO, Dr Pepper Snapple Group (talking of the IT and Operations Simplification Program she ran at Dr Pepper)

Virgina Guthrie, former CIO, Dr Pepper Snapple Group (talking of the IT and Operations Simplification Program she ran at Dr Pepper)

 
 

Customer Engagement – Strategic Imperative for Utilities

While the focus so far has been on delivering customer service, it is only one aspect of engagement with customers. Besides, customer service is not about delivering the commodity anymore; it’s about the customer experience. Consumers receive world-class experience from companies such as Amazon, Uber and Starbucks and they’re expecting the same level of service from their utility.Effective customer engagement has become the key to customer delight.

 The purpose of this newsletter is to focus on customer engagement, explain its significance and applications that are forcing it to become vitally important for utility companies regardless of their function – unbundled distributor, regulated supplier or competitive retailer. Utilities will learn how -

  • Customer engagement increases customer satisfaction and lowers cost to serve
  • Customer Information Systems are evolving into Customer Engagement and Billing Platforms
  • They can take advantage of cloud services to modernize their CIS platform in a way that’s secure and affordable
  • To provide a seamless hand-off between channels to their customers

Who will find this report useful?

CFO, CMO, CCO, CIO, Analytics, Customer Engagement, Strategy & Innovation, Operations

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