Customer journeys are changing. Engagement and an optimized customer journey may be core to business success in the retail world, but do utilities really understand what this means?
Can they break out of their public sector past to give customers the service they expect, as Virgin Atlantic or Amazon would?
Many organizations have a dated view of the term “customer journey”. Journeys used to be directed by companies. But now customers are firmly in the driving seat.
What does this mean for how energy retailers engage customers and improve their experience?
And how does an improved customer journey benefit the bottom line?
For this research, we spoke to seven senior leaders and key decision makers at energy suppliers and consumer groups. Input from these individuals was gathered via individual interviews.
The Insight Report from Utility Week, in association with Thunderhead, explores how companies in and outside the energy sector are taking on the challenge of changing customer expectations, how they can improve customer journeys, and the role customer engagement plays in their growth.