TECH BUYER Aug 2022 - Tech Buyer Presentation - Doc # AP47515422
Customer Experience Imperatives: Transforming Utilities in Asia
This IDC Presentation analyzes the imperatives of customer experience within utilities companies in Asia. Utilities and energy retailers are facing numerous challenges when it comes to serving changing customers’ expectations. Apart from the need to lower the costs, utilities in the region are being challenged to improve customer satisfaction, reduce customer churn in competitive markets, and meet prosumers’ growing demands.
This presentation focuses on different aspects of customer experience, such as factors responsible for driving the transition, key focus areas, challenges, case studies, and technologies assisting utilities companies to drive better customer experience.
"Utilities are shifting in time to prioritize investments toward digital customer engagement. Knowing the customer, personalizing, and offering new products and services that meet growing customer demands are becoming key areas of survival, especially in competitive markets," says Jayesh Verma, senior research manager, IDC Energy Insights.