European Customer Experience Management Transformation: Utilities 2015

A recent report awarded utilities the lowest scores for customer experience across all sectors and markets. In fact, it was a huge 13% lower that the all-sector average. The report went on to show that Utilities were the only group where feedback indicated that the customer experience had actually worsened in the past 12 months!*

Following this report it’s no surprise that utility companies across Europe are all united in their drive to improve the end-to-end customer experience to bolster consumer confidence, increase loyalty and strengthen brand reputation.

On 17th – 19th March 2015, a select group of customer experience decision makers from the leading utility companies will meet to formulate and discuss strategies to overcoming the toughest customer experience challenges at the Customer Experience Transformation for Utilities 2015 Conference. They recognise that while customer experience has never been so tough, there are also huge opportunities ahead in terms of improved loyalty, competitiveness and direct alignment with the bottom line.

The utilities industry will be delve into the core of customer experience and debate solutions to the following challenges:

- Integrating customer experience across multiple channels
- Delivering award winning innovationand customer experience
- Translating customer experience into your competitive advantage
- Developing strategies to improve the customer experience as consumers increase social media use
- Mapping the customer experience through the eyes of your customer
- Assessing key steps to building a new mobile customer experience strategy identifying the most effective ways to achieve customer transformation for mobile customers
- Achieving successful internal process management as the backbone of customer experience transformation