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Can Utility Companies Catch Up With Customer Expectations?

Can Utility Companies Catch Up With Customer Expectations?

Andrew Heath, Senior Director of the Utilities Practice at J.D. Power, says, “...interacting with their utilities — whether to check usage, pay a bill or report an outage —often seems like a step back into the dark ages of technology.” The need for improvement is clear, but can utility providers catch up …
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The Business Leader's Guide To Automation

The Business Leader’s Guide To Automation

The age of bots and automation is upon us. With so many options available and the benefits to automation apparent, one question remains for business leaders: What kind of automation is right for my business? To answer that question, we should not only …
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On Demand Expectations: The Next Generation's CX

On Demand Expectations: The Next Generation’s CX

Our modern culture has developed a need for speed that has quickly embedded itself across industries. Customers want their issues resolved now, resolved simply, and resolved quickly. It’s time for the customer service industry to catch up to the on-demand generation’s timetable …
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The On-Demand Economy And The Age of the Customer

The On-Demand Economy And The Age of the Customer

High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce, and the explosion of social media have completely transformed people's’ perceptions and behaviors toward business and service interactions. Many customers view customer experience (CX) as …
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From Reactive To Proactive

From Reactive To Proactive

The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively. By shifting to a proactive mindset, companies can expect to grow more rapidly and experience less damaging setbacks while appeasing customers and providing the best service possible. Stop reacting to …
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To App or Not to App: That Is The Question

To App or Not to App: That Is The Question

Corporations lacking the resources for a full native app can still offer their customers the integrated, efficient, and enjoyable experiences the platform provides through channels consumers will actually use. There is a way to drastically cut the cost of app-like experiences and it’s going to transform …
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Is Your Business Ready For The New Era Of CX?

Is Your Business Ready For The New Era Of CX?

Modern customers have more expectations than ever. The customer service bar rises a bit higher every day. Between our constantly connected technology and instant-gratification society, today’s customers have come to expect three elements of great service. Unfortunately for corporations …
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