Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. Utilities, are more benchmarking their CX performance against other industries to meet customer demand. With that in mind, pricing can’t be the only factor utility providers look at to stand out from the competition.

2022 62

2022 Consumers Customer Retention Technology 62

West Monroe

JUNE 5, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

User Experience 52

User Experience 2023 Healthcare Government 52

SurveySparrow

SEPTEMBER 26, 2023

Have you ever thought about the story behind your everyday utilities? But, have you ever wondered what makes the world of utilities tick? In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience E-support E Commerce Customer Satisfaction 52

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. AI in Utilities: The paradox. There is a telling paradox in the utilities market.

2016 132

2016 2017 Call Center ROI 132

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Initial decarbonization efforts focused on meeting these goals by reducing direct (Scope 1) emissions from generation or indirect (Scope 2) emissions by purchasing emission-free electricity.

Transportation 52

Transportation Travel 2030 E-support 52

West Monroe

DECEMBER 1, 2021

Significant time and effort is required of many utility employees, leaders, and vendor teams to successfully transform how the utility operates and improve service to customers. With that in mind, utilities have an opportunity to define or refine their analytics strategy, governance model, suite of tools, and supporting architectures.

Government 52

Government Events Metrics Measurement 52

Alida

NOVEMBER 25, 2016

Boosting customer satisfaction with Alliant Energy. One example comes from an unexpected industry: utilities. In the e-book, Alliant Energy , a publicly traded electric and natural gas utility based in the Midwest U.S., The result: 85 percent reduction in research costs in 2015 alone.

ROI 269

ROI Measurement Brands Net Promoter Score 269

West Monroe

JANUARY 23, 2022

An increasingly connected energy-and-utilities ecosystem. The utility business model is changing in response to political, environmental, consumer, and cybersecurity pressures. Dozens of states have set targets for decarbonizing their economies across all sectors—and utilities will have foundational roles in these efforts.

2022 40

2022 Transportation Telecommunications Wireless 40

West Monroe

JUNE 29, 2023

Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Initial decarbonization efforts focused on meeting these goals by reducing direct (Scope 1) emissions from generation or indirect (Scope 2) emissions by purchasing emission-free electricity.

Transportation 40

Transportation Travel 2030 E-support 40

Maru Group

DECEMBER 6, 2021

How do you engage customers in a low-engagement, highly regulated industry? This is the situation that National Grid is facing – along with many other utilities around the world. they deliver gas and electricity to 20 million people. o 38% more likely to recall National Grid’s energy efficiency (EE) communications.

Customer Engagement 52

Customer Engagement Interaction Engagement Transportation 52

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Financial Institutions.

Call Center 81

Call Center Telecommunications Banking Financial 81

West Monroe

NOVEMBER 11, 2021

The natural gas industry is at another crossroads—leaving natural gas utilities and pipeline operators with plenty to consider. The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports.

Transportation 52

Transportation Government 2002 Technology 52

Call Experts

APRIL 15, 2021

Then, you can outsource to industry professional support teams. Imagine if you spent your day fixing burnt-out motors, refrigerant leakages, clogged lines, ventilation interruptions, electrical issues, not answering questions, scheduling appointments, and transferring calls. . If you need all of this right now, contact us. .

Contact Center 98

Contact Center Advertising Information Technology 98

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. From the Symposium, it is clear customers want more from utilities. Yet, utilities are not moving fast enough.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

West Monroe

JULY 26, 2021

Customer expectations are rapidly evolving in all industries—and utilities are no exception. Those utilities are being tasked with providing safe, reliable, and affordable service to customers while efficiently and effectively communicating, assisting, and collecting payment. See how your utility compares.

Contact Center 52

Contact Center Customer Satisfaction Sports Marketing 52

West Monroe

FEBRUARY 6, 2022

For utilities, this value can take the shape in driving operational efficiency by connecting the needs of the utility employee with the technology that helps to facilitate his or her work. Focusing on the utility employee from the start. With every change comes an opportunity to unlock value. trillion in value (e.g.,

Transportation 52

Transportation Technology Roadmap 2017 52

Experience Matters

MARCH 12, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. This is the first year that utilities have been included in the Ratings. The bottom line : Utilities deliver mediocre customer experience. Georgia Power scored 16.9

2015 89

2015 Customer Experience Consumers Customers 89

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the logistics industry. Gol Airlines. TravelClub.

Insurance 105

Insurance Airlines Travel Healthcare 105

West Monroe

APRIL 19, 2022

That reality is driving business leaders across industries to ask: Should our organization have a strategy for this still-evolving technology? But it’s important to understand what’s going on in the space and consider the potential implications for your own organization and industry. Industry use case.

White Paper 52

White Paper Healthcare Innovation 2008 52

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. Be open to partnerships and feedback.

2018 145

2018 Insights Innovation Feedback 145

West Monroe

JUNE 8, 2018

CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. Since then we have all heard that the utility business model is undergoing profound change. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Retail 2018 Airlines 40

West Monroe

JANUARY 29, 2018

Last week at DistribuTECH 2018 in San Antonio, TX, energy professionals from all over shared ideas and perspectives on the future of the industry with one clear conclusion: our energy future remains uncertain, but “digital” will be a major driver in addressing this uncertainty. This is about to change.

2018 40

2018 Roadmap Technology Banking 40

Uplight

APRIL 3, 2024

Throughout the electricity industry, there is growing recognition that harnessing distributed energy resources (DERs) through Virtual Power Plants (VPPs) is the most cost-effective way for utilities to decarbonize while maintaining reliability.

Customers 59

Customers 59

Magellan Solutions

MAY 6, 2020

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. Utility Sector. Dominion Energy. The common services utilized by companies under this industry are customer support and tech support. Utility Sector.

Call Center 52

Call Center Telecommunications Banking Financial 52

West Monroe

DECEMBER 20, 2022

greenhouse gas emissions come from industrial sources. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. Industrial IoT sensors can be used to gather data that enables insight into optimizing energy usage. All Rights Reserved. The result?

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

greenhouse gas emissions come from industrial sources. Sustainability and Net Zero survey said they believe the industry has a special responsibility to society to become more sustainable. Industrial IoT sensors can be used to gather data that enables insight into optimizing energy usage. All Rights Reserved. The result?

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 14, 2022

Today’s utilities are evolving. What does digital success look like for utilities? The focus on decarbonization to address the effects of climate change and worsening air quality is driving acceleration in transportation and building electrification, investments in renewable energy, and new energy market participation.

2023 98

2023 Government Transportation Financial 98

PK

JANUARY 25, 2019

A habit has been formed to check Amazon first and, as a result, businesses across industries are searching for ways to compete with shoppers who price-compare in-store. To start, we must understand that humans are innately lazy and our brains are always looking for ways to conserve energy through shortcuts. How did this habit form?

Loyalty Programs 53

Loyalty Programs Loyalty Consumers Brands 53

West Monroe

MARCH 19, 2024

Extreme weather events are becoming more frequents, resulting in deepened damage to electric infrastructure and escalation of losses in lives and property. Electrical outages from these disasters have increased from an average of 50 per year in the early 2000s to more than 100 annually on average over the last five years.

Events 40

Events 2021 2017 Government 40

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. For example, “Schneider Electric’s smart commercial electrical panels monitor energy use and problems and deliver custom notifications to customers and service techs based on their business’ needs,” the report said.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

West Monroe

DECEMBER 19, 2022

It was a major move designed to help the state achieve its clean energy goal of being net-zero carbon by 2045. The ripple effect of the mandate will have transformative impacts on the automotive industry and increase pressure to ensure the availability of adequate public charging infrastructure. Consumers Energy. Sarah Nielson.

Transportation 52

Transportation Government Automotive Sales 52

Uplight

MAY 14, 2018

Recently, they set out to see if they could layer any insight into the age-old East vs. West energy efficiency debate. We’re proud that, over the past several years, our home state has received top marks for its energy efficiency polices and programs. Meanwhile, on the other coast, California was ranked #2. Running for Offices.

Transportation 40

Transportation 2017 Definition Retail 40

West Monroe

MAY 17, 2022

A transformative move to clean energy seemed right around the corner in 2021: utility-scale solar and battery storage set annual installation records , and the passage of the Infrastructure Investment and Jobs Acts (IIJA) allocated $73 billion toward building new power lines, rebuilding America's electric grids, and expanding clean energy access.

2022 52

2022 2030 2021 Document 52

West Monroe

MAY 17, 2022

A transformative move to clean energy seemed right around the corner in 2021: utility-scale solar and battery storage set annual installation records , and the passage of the Infrastructure Investment and Jobs Acts (IIJA) allocated $73 billion toward building new power lines, rebuilding America's electric grids, and expanding clean energy access.

2022 52

2022 2030 2021 Document 52

West Monroe

FEBRUARY 26, 2023

” Though significant, the possibility should come as little surprise as governments around the world look to accelerate the energy transition and as the cost of fossil fuels rise amid the war in Ukraine and ongoing supply chain disruptions. Consider the following breakdown: Traditional utility infrastructure.

2023 52

2023 Government 2022 2030 52

West Monroe

JUNE 20, 2017

Digital transformation is sweeping the globe, across markets and industries. The shift toward digital presents both a threat and opportunity for all companies, including utilities. When I saw this, I realized I had a power outage and was more impressed with my utility than if I hadn’t lost power at all. But what does this mean?

Events 40

Events Communication Presentation Employee Experience 40

C Space

MARCH 20, 2019

They sit at the intersection of retail, hospitality, energy, and mobility. He leads our automotive practice known as auto+, focused on supporting our automotive, mobility, energy, retail and insurance clients navigate the changing automotive landscape, all from the customers’ perspective. Service stations are unique places.

Apparel 45

Apparel Automotive Hotels Hospitality 45