Digital Utility Trends: Digital Re-Engagement of the Workforce

Battlefields for Customer Experience

For utilities, customer service and field workforces have long been the bedrock of their existence. From the basics of connecting customers to utility infrastructure and execution of routine service orders, to the restoration of outages and more complex equipment maintenance, these customer-facing functions are often the battlefields where customer sentiment and loyalty are won and lost.

But these are also the parts of the business where utilities’ investments in speed, responsiveness, and flexibility are on full display. When executed well, these improvements in field operations can not only create surprisingly powerful customer experiences but can also dramatically lower costs and improve utility bottom lines.

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