6 Undeniable Reasons Why Utilities Must Think Digital for Customer Engagement

Customer engagement at utilities is undergoing radical change. It’s a change being driven by heightened customer expectations, multichannel communications technology, and sophisticated platforms that foster mobile and web-based self-service options. In the utility call center, it all points to “digital” — strategic architectural upgrades and added contact channels that promote a faster, easier customer experience. For utilities of all sizes, Vanessa Edmonds, contributing analyst at Energy Central, and Mechele Herres, Solutions Marketing manager for utilities at Interactive Intelligence, outline six strongly-supported findings from Energy Central’s recent research study for the new digital shift in utility customer engagement.

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