The Future of Customer Experience in the Energy Industry
THE FUTURE OF CUSTOMER EXPERIENCE IN THE ENERGY INDUSTRY
To survive the economic downturn of 2008, organisations worldwide had to become experts at customer retention, giving rise to a new discipline, Customer Experience (CX). In the early days of the downturn, the individuals tasked with improving CX faced baptism by fire. Focused on end-to-end customer experience initiatives, they used the prevailing sense of urgency to drive CX initiatives across departments, identifying the need for cross-channel communications and advanced journey mapping. The results of their efforts brought increasing respect to, and dependence on, CX as a discipline.
Today, enterprise organisations see CX as a key business objective, not only for customer retention, but to attract customers, drive revenue, and create brand advocates. Where did those individuals come from and how did they manage to persevere, and prevail, in a loosely-defined, closely-scrutinised position? To find answers to those questions and more, we spoke to a panel of seven CX leaders from the Financial Services and Insurance industries around the world.
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