“71% of consumers expect personalised interactions, and 76% are frustrated when this doesn’t happen.”
– McKinsey, 2024
In a utilities market that is characterised by increasing distrust, scrutiny and regulatory pressures, effective customer communications has emerged as the answer to rebuilding customer trust and loyalty. And as a result, utilities companies are in a race to reinvent the way they communicate with their customers.
However, utility companies are hamstrung by legacy tools that are unable to support personalised, 1-to-1 customer comms. Fragmented systems create costly silos and inconsistent messaging. Template comms are unable to influence customer behaviour and drive value-add initiatives, such as smart-metre adoption. And long term, customer loyalty is at risk, with 62% changing providers after a non-personalised encounter [Forbes, 2024].
So, how can you implement advanced digital solutions to personalise customer interactions and enhance CX and profitability?