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Where next for utilities?

5 CX trends for 2021

An industry snapshot

Even before the COVID-19 pandemic hit, the utilities industry was being thrust headfirst into a new era of connectivity defined by convenience, innovation and personalisation. Having been spoilt by the likes of Amazon, Apple and other digital-first disruptors, consumers had begun to expect every organisation to deliver the same intelligent, joined-up experiences. And that includes their utilities providers – even if customers only interact with them a few times a year.

The pandemic has only served to accelerate this shift – placing pressure on providers to meet rising engagement levels, provide empathetic interactions and manage the impact of social and economic disruption.

Download the full report to learn:

  • What are the biggest customer trends in utilities today
  • How organisations in the industry can act and respond effectively to current changes by incorporating certain strategies
  • Where we expect 2021 will take us next

Download the report

Utilities trends 3d

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