April 3, 2018 |

The ROI of CX

One finding from our new Utilities CX Insights report really stands out: Eighty percent of people said that they’d be willing to forgo the call center completely if utility providers... Read More

December 14, 2017 |

VOC Leaders: How UGI uses CX to drive success in energy & utilities

UGI Inc. is a natural gas and electric utility company that serves more than 670,000 customers in Pennsylvania and other coverage areas. The company’s mission is to be the preeminent... Read More

November 9, 2017 |

A 5-step model for CX excellence in energy and utilities (report)

As energy and utility providers face technology and market disruptions, they are increasingly looking to customer experience (CX) as a way to meet rising expectations, drive efficiency and agility, and... Read More

June 2, 2017 |

VOC Leaders: Why Citizens Energy views CX as the fabric of the organization

Mike Strohl is Senior Vice President and Chief Customer Officer for Citizens Energy Group, an Indiana-based utilities company providing natural gas, thermal energy, water, and wastewater services to about 800,000... Read More

June 3, 2016 |

Why The Right Technology Is The Lynchpin Of A Good CX Strategy

Nearly $100 billion of IT spending from S&P 500 companies was wasted on projects that brought no value to the end customer, according to research provided in the book Lean... Read More

Categories: Energy & Utilities
May 17, 2016 |

CX Strategy Success 101: Are you speaking the same language?

For years, marketing professionals and successful business leaders have come to the conclusion that improving customer experiences requires measuring and understanding that experience. And yet, at the same time we’re... Read More