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CallTalk™ Radio
34 min2020 NOV 12
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Digital CX in Consumer Utilities

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Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently positive customer experience as they navigate their engagement. Companies subsequently have developed increasingly complex CX strategies, and these strategies need to empower the contact center agent with smart tools to support traditional voice, live chat and email channels while augmenting these channels with AI-supported digital channels and virtual assistance. While some industries, including financial services and telecom, have eagerly embraced multi-channel CX and the integration of several digital channels, consumer utilities have been slower to adopt these solutions. But it doesn’t need to be this way. The current scarcity of digital CX and integrated multi-channel support within consumer utilities presents a greenfield opportunity. Consumer utilities willing to craft a modern, integrated voice-and-digital CX strategy can realize cost savings and resource efficiencies, reducing cost-of-support for customers, while crafting a customer support environment that makes for happier employees and more satisfied customers. Join Cary Cusumano and Sarah Simon, a pair of CX design professionals at Verizon Business Group, as they help utilities understand “what’s in it for them” in adopting digital CX solutions to make their customer support operations both more efficient and more effective. With capital dedicated to meeting regulations and maintaining infrastructure, CX is not always a top priority for utilities. Yet serving a captive audience of utility customers shouldn’t mean resigning your support organization to using the last generation’s support strategies.