April 03, 2018 | Eric Feinberg

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 offered an ideal online experience.

In fact, our analysis shows a decrease in call-center volume can lead to a potential average savings of $8 million a year. Collectively, the 25 providers included in the rankings stand to save $208 million a year if they attain achievable call-center deflection. That’s a lot of cold, hard cash.

There are other customer preferences impacting the industry — in fact they might be redefining the industry. Utility consumers are becoming “prosumers,” getting actively involved in energy use and efficiency and no longer content to be passive ratepayers. To compete and grow, providers must better calibrate with these customers and meet their new expectations.

Customer perspective is invaluable. And our new report — the first of its kind in the industry — reveals which providers are delivering the customer experience (CX) that consumers want and value by asking the customers themselves. We surveyed 6,250 utility consumers about the top 25 providers to find out what frustrates them, what satisfies them, and what needs are going unmet. As a result, our Utilities CX Insights details what it takes to deliver on CX in the utility industry.

Join our live webinar on April 12th when we’ll unpack all the details from our report! You’ll see how utility providers can cut costs and boost customer satisfaction by improving digital offerings, and how improving CX helps uncover efficiencies and new revenue sources.

About the Author

Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study. Eric is a frequent speaker on customer experience analytics, and marketing best practices. He is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.

More by this author