In a new report, Navigant asked nearly 100 utility executives two questions: What are your customer engagement priorities? And are you prepared to deliver on them? The answers are striking. Executives identified a wide range of critical customer engagement capabilities, particularly around online self-service and call center operations. But fewer than 15% said they were confident in those capabilities. Respondents agreed that closing that capabilities gap is increasingly important. “Utility executives believe that disruption will drive their industry to become even more customer-centric,” said Aida Hakirevic, who coauthored the report. “Increased regulatory requirements, customer expectations, and pressure on traditional utility business models are motivating them to respond with IT solutions that complement the gaps in their legacy systems and make them more nimble businesses."
Respondents prioritized five capabilities above the rest: advanced CSR tools, digital transactions, contact center next-best action, proactive alerts, and a 360º view of the customer. Taken together, these priorities suggest that utility leaders are most eager to analyze data and surface it as insights — both for service reps, and for customers.