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VIDEO: How one Washington utility is keeping pace with Nordstrom and Amazon

Washington state is renowned for companies that deliver world-class customer experiences — from Nordstrom, to Amazon, to Starbucks.

These businesses have raised the bar not just for their own industries, but also for others, including the utility industry. Over the past few years, electric and gas customers have come to expect from their utilities the same personalized services, digital tools, and proactive communications that they receive from companies like Amazon.

This ever-increasing trend in consumer expectations isn't lost on Puget Sound Energy — a major Washington-based utility that's bringing its customer experience to new heights, not unlike its corporate neighbors.

In the video below, hear from Jason Teller, PSE's VP of Customer Solutions, on how his utility is using new technology to revolutionize its customer experience through advanced tools like high-bill alerts, seasonal energy insights, enhanced e-bill communications, and more personalized call-center conversations.

Puget Sound Energy's deepened investment in customer care builds on their already impressive record of success in improving the customer experience year-over-year. Since deploying Opower's customer engagement platform in 2008, PSE has seen higher levels of consumer satisfaction, a vast increase in energy efficiency, and millions of dollars in customer bill savings.

 

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