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At our recent webinar exclusively for utilities, “Communications and Customer Experience Trends for 2018,” we shared the latest customer experience, billing and payment trends and how utilities can transform customer communications into strategic engagement opportunities.
According to Chartwell, Inc. research, these top customer experience trends will be the most influential across the industry over the next ten years:
With consumers often pressed for time, utilities are seeking ways to improve their business models and make customer engagement easier – whether it’s paying a bill, checking on an outage or ordering new services. Scott Johnson, Vice President at Chartwell, explains, “Given the uniqueness of the utility industry, and the revenue model and regulatory constraints that many are under, utilities can still offer a superior customer experience similar to other leading industries – and bills and payments are a good place to start.”
Following are the top billing and payment trends, according to the Chartwell 2017 Billing Survey.
These trends are shaping the way for utilities to delight their customers, save costs, accelerate payments and improve the “ease of doing business.” Which of these trends is your company embracing in 2018?