How to Create a More Customer-Centric Organization

Today’s utility leaders are challenged on many fronts to deliver a great customer experience. Four industry executives recently shared how they inspire change and foster customer-centric thinking within their companies. Their key takeaways:

• Engage employees to understand their role in the customer journey and provide the necessary resources.
• Create digital strategies to meet customers where they are, add value and improve the ease of doing business.
• Develop a 360-degree view of the customer to improve personalization of products, services and communications.
• Embrace data analytics that engage customers to provide a better customer experience.

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