Five CX Trends for Utilities Providers

The utilities industry abounds with bright ideas – from river health sensors and ingenious ways of releasing network capacity to renewable energy and demand flexibility services. Yet, in ensuring a just transition to decarbonisation, utility companies still need to protect revenue, increase efficiency, and take advantage of future commercial models.

While accelerating plans, investment, and success means bringing consumers with them. Winning their hearts and minds requires a high-performing contact centre that drives customer engagement and trust. It also implies keeping the business ahead of cybercrime while turning agents into caring problem solvers empowered by a data-led, digital-first culture.