Adapted CX: Connecting and Communicating with A Population in Distress
Providing information & support is key in managing customer sensitivities.

News of the cost of customer engagement reported in various white papers, infographics, and consulting decks does a disservice to utilities and their customers. Utility executives face an onslaught of reports on the need to modernize customer engagement in the era of Amazon, Netflix, and Apple. Reports cite the rise of disruptive populations like Millennials, who prefer to conduct business exclusively online. Others cite the need to drive costly and unfamiliar omni-channel programs to engage customers all the time and everywhere.
Nearly all of the utilities that we speak with already possess the fundamental tools to improve customer engagement and satisfaction without the need for costly software or consulting projects. Utilities long ago shifted perspective from 'rate payer' to 'customer,' so we see taking the next step to understand the customer 'headspace' as a short step forward, not a leap.
Success simply requires a modest change in perspective about the customer lifecycle, according to ibex Digital. Customers have come to expect more personalized engagement with their service providers, utilities included. Utilities can meet that need just by thinking in terms of relevant, timely, and personalized communication. Achieving positive results does not require special tools, new software platforms, or expert frameworks. A basic assessment of the customer lifecycle provides the foundation for multiple engagement strategies that can easily be made relevant, timely, and personal to utility customers.
Utilities should examine their customer lifecycle, and look for the most effective opportunities to inject new themes to their communication program to inspire dynamic customer engagement. ibex Digital recommends a few simple measures to get the best results and quality interactions with customers:
Cutting edge technology, expert advice, and creative frameworks certainly may amplify the value of a utility customer engagement program, but they shouldn't be considered a prerequisite to getting started on that journey. Utilities with the ability to send email, launch simple social campaigns, and deliver bill supplements to their customers already possesses the tools to start a dialogue with their customers if they think a bit outside the box and learn a few lessons from other industries.
ibex Digital offers customer engagement solutions and ecommerce marketplaces to utilities interested in expanding their digital ecosystem and connecting with their customers in new ways. To learn more about our lifecycle customer engagement programs, or any of the utility connection solutions available from ibex Digital, please contact me at mark.wilkinson@ibex.co
Providing information & support is key in managing customer sensitivities.
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