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CX leaders in the utilities sector are facing unprecedented challenges in 2022. Increasing regulation from governments across Asia Pacific trying to address the affordability of commodities (such as electricity, water and gas) and new market entrants with unique service-based offerings provide convenient alternatives to consumers and a disruptive wave of change that traditional utilities retailers needs to respond to.
In this webinar we discuss how organisations operating in the utilities sector can leverage customer data to align strategy, operations and service to the needs of their customers and gain competitive advantage in 2022.
Pearl-Plaza’s Global Head of Consumer Products, Graham Tutton, shares practical examples and methodologies used in award-winning CX programs, and shares ideas for making customer data work harder for utility companies.
Discover how to:
- Design a successful CX strategy that covers ALL touch points in the utilities ecosystem—even the ones you might not be aware of.
- Use customer data to anticipate issues and prevent frustrations, solve issues faster, and streamline the customer experience (predictive modeling– using data and analytics to find trends, emerging markets, white space that need to be served to generate revenue).
- Provide a tailored service that leverages personalisation, behavioural economics and digital technology to build lasting customer relationships.
- Practical examples of client’s using customer experience programs to reduce costs across the business (hint: lower costs, happier customers!).
