Customer experience in transformation

Customer experience (CX) is the impression that customers have of your brand as a whole throughout all aspects of the customer interaction. Customers have become increasingly demanding. We are living in a digital era, and this drives the way energy providers need to interact with their customers. Creating excellence in CX has become a vital part of the strategy map of any serious energy provider.

The data does not a lie. A recent study by IDC indicates that 80 % of the companies say they deliver superior customer service whilst only 8% of the customers think these companies deliver customer service worth a superior rating. At the other side of the spectrum, the Energy transition (EX) has become a critical component of energy providers strategy maps. It is fuelled by the energy reality, the geo-political context, climate change, legislation and the worldwide drive to take care of our planet.

The advances in Digital transformation (DX) are huge. One might even say: “digital or die…” A lot of companies have no plan on how digital transformation can drive the energy transition and customer experience. They are using legacy solutions, spreadsheets, have few customers interaction channels and have limited or no cloud presence.

This is why we say customer experience needs digital transformation to make the energy transition possible.

What determines how mature we are?

To drive the journey towards customer experience, digital transformation and the energy transition, it is essential to know where you are and determine a plan going forward. We have developed a customer experience maturity model as a tool to assess the current position and determine how you want to evolve. It is inspired by the Capability Maturity Model (CMM) which has become well established in the software engineering area. The model has 4 levels: basic, standardized, rationalized, dynamic.


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