Customer Experience Transformation
Expert guidance for your utility customer experience transformation.
The Customer Experience Transformation Challenge
More than ever before, a utility’s senior customer executives are tasked with charting their organization’s course at a challenging and uncertain time. The range of energy options continues to grow, while at the same time customers’ expectations around their digital experiences are rising.
But in an environment of aging systems, siloed teams and processes, and increasing regulatory, competitive and revenue challenges—how can a utility begin to chart their course towards customer experience transformation?
Real Solutions for Top Customer Experience Challenges
EnergySavvy’s Customer Experience Transformation (CXT) practice leverages seasoned utility solution leaders to help guide your organization though the process of diagnosis, and of designing and implementing strategic solutions to your most pressing customer experience and transformation issues.
EnergySavvy’s expert advisory team will help develop and execute a Customer Experience Transformation plan in such areas as:
Benchmarking current customer experience maturity and capabilities
Utility customer journey mapping and operational redesign workshops
Crafting a strategic customer experience transformation roadmap
Customer experience organizational design, project deployment, and operations
Drawing on the experience of more than 10,000 meetings with utility leaders and executives across the country, EnergySavvy has developed a proven process for modernizing the utility customer experience:
1. Onsite workshops
We investigate critical challenges, then help map opportunities, benchmark a utility’s customer experience maturity, and develop a CXT action plan.
2. Strategic Initiatives
These tranformation initiatives may include customer journey definition and mapping, solution design, project scoping, and future roadmap development.
3. Expert assistance
We can help with actual project execution, management, auditing and advisory services, marketing, industry research, and best practices.