Customer Experience Management in Utilities: The Era of Empowered Customers

24-25 Feb 2014 at Hilton Baltimore, Baltimore, USA

Energy and Power, Industrial

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According to a recent survey conducted by Accenture, only 24% of consumers trust their utility to optimize energy consumption, a decrease of up to nine percentage points from 2012.

Utility companies are redefining their role in consumers’ lives and refocusing on building a base of trust. Each touch-point with the customer is becoming more critical which includes digital & mobile options, and direct transactions to resolve issues in real time.

It is vital for utilities to think about their customer satisfaction investments with a targeted approach to simplify the consumer energy experience, to address the concerns of dissatisfied consumers and to close the expectations gap.

From: February 24, 2014 00:00
To: February 25, 2014 23:59

Hilton Baltimore, 401 West Pratt Street, Baltimore, USA


Energy and Power, Industrial

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