The Infosys Digital Outlook Report – Utilities (2018) reveals that while 79% of utilities in North America believe they are customer-centric, only 7% of consumers share this sentiment. And yet, utilities are swamped with data from sources such as, advanced metering infrastructure (AMI), smart meters, interactive voice response (IVR), call center systems, customer portal, mobile apps, and social media. Is your utility leveraging its data to be customer-centric across the demand and supply spectrum?
Millennial customers want information, flexibility to choose and options to reduce their carbon footprint. This calls for greater dissemination of information, seamless access to services, focus on alternative energy and energy efficiency programs, and multichannel experience.
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