CX CoE Session: Meeting Customers Where They Are: Strategies for Successful Engagement with a Utility’s LMI Customers

The utility industry has a long, successful track record of providing customer programs that meet a wide variety of needs. From pricing to energy efficiency programs to electric vehicle programs and more, utilities spend a great deal of resources making sure that they are not leaving any customers behind. One of the challenges that utility customer leaders continue to grapple with is how to engage low/medium income customers to ensure that they are getting the best service possible while offering flexible payment options. In this CX Center of Excellence session, we’ll hear from two utility customer organization leaders on how they are ensuring that customers have options and that utility revenue is maintained to help keep the lights on and the water flowing.

Key Takeaways

1. Learn how utility customer leaders are taking steps to improve their LMI customer experience via technology, process improvement, and cultural change.

2. Hear firsthand…