This report by Harvard Business Review from February 2021 offers a snapshot of the customer experience (CX) evolution in the electric, gas, and water utility industries. Key takeaways include that CX will be utilities’ top business priority and that the existing siloed operating structure within utilities will need to change to align with demands of digital age. The customer experience overall will shape utilities’ brand and determine whether customers see it as the provider of choice.
Keywords: Communications, Connected/ EV Vehicles, Energy Management, Internet of Things (IoT), Protocols/Standards, Research & Development, Training, Utilities