The Changing Value of Customer Experience in the Energy Cloud
Ted Walker, Managing Director, Navigant
Utilities are experiencing a paradigm shift as they move from regulated commodity providers to sophisticated total energy solutions providers. Customer experience (CX) sits at the heart of this transformation. The pressure is on for incumbent utilities to transform how they interact with their customers to find their place in this evolving market, but what is missing for many utilities today is a top-tier CX. Transforming CX is foundational to extending utilities' value propositions in the customer-centered Energy Cloud-selling customers on evolving programs, products, and services that are becoming increasingly important for utilities' business models. This presentation will explore how CX changes in the Energy Cloud, and how utilities and energy providers can begin to navigate the CX transformation in their organizations.