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Rebecca Harris, Research Analyst –
Chartwell’s 2019 Communications Industry Benchmark Survey is in the field now! Preliminary results show a shifting industry, with increased emphasis on digital channels and self-service. In fact, so far, industry professionals identify the expansion of digital and self-service channels as the most influential communication trend over the next five years.
Customers increasingly prefer digital channels over traditional ones. In Chartwell’s 2018 Consumer Survey, email surpassed the bill as consumers’ most preferred communication channel. However, preliminary data from the 2019 Communications Industry Benchmark Survey shows that utility professionals are worried about transitioning to new technologies. Furthermore, employee engagement, while a force of organizational change, is difficult to attain.
Below are early trends from the responses we’ve received so far to the 2019 Communications Industry Benchmark Survey:
• The expansion of digital and self-service options is one of the top challenges in customer communications.
• The top challenge for internal communications is general employee engagement.
• Enabling change within the organization is the top priority for internal communications.
These are only a few preliminary trends from the 2019 Communications Industry Benchmark Survey. We need your input to gain a complete view of communication trends in the utility industry, including trends in messaging, channels, KPIs, segmentation, organizational structures and industry comparisons.
Contact Zahra Dhanani at firstname.lastname@example.org to gain access to the 2019 Communications Industry Benchmark Survey and secure your access to the final results.
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