To better understand how utilities are using digital tactics to improve residential customer engagement, Vlocity and Salesforce commissioned Utility Dive’s Brand Studio to survey energy professionals from across North America.
Read the report to delve into some of these findings:
- More utilities are thinking about customer journey-mapping to design coherent consumer experiences from end-to-end
- Yet, only 20% of utilities currently offer a reliably seamless customer experience as a customer moves between communication channels
- Fewer than 10% of utilities have begun to explore engagement channels on more advanced technologies like live chats or voice assistants