Shaping the right experience: The customer conundrum in the utilities industry

As the U.S. utilities industry continues to operate in a lower-growth cycle, it is also dealing with growing costs, stagnating demand, and regulatory pressure to keep rates stable. Meanwhile, getting and keeping customers is quickly becoming more expensive. Developing a customer experience strategy starts with this vision of the right customer experience. This vision will define the optimal operating model of the customer-facing organization as well as the high-priority activities to focus on.