Full Title: ForeSee Experience Index Utilities CX Insights
Author(s): Deneen Davis and Tom McCartan
Publisher(s): The ForeSee Experience Index (FXI)
Publication Date: March 1, 2018
Full Text: Download Resource
Description (excerpt):
Consumers have new ideas about what a utility should be, and this fact is redefining the industry. To compete and grow, providers must better calibrate with customers. But identifying and aligning with new needs is not easy.
Customer perspective is invaluable. This 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 25 top providers to find out what frustrates them, what satisfies them, and what needs are going unmet. As a result, we know who wins on CX, and what it takes to deliver on CX in the utility industry.