Utility Customer Engagement Begins with Journey Mapping
Utility Dive’s 2018 State of the Electric Utility survey suggests that customer service will become increasingly important for power providers. That’s because many organizations believe regulators will move from traditional, cost-of-service ratemaking to performance-based regulation (PBR).
Utility companies will need stronger, more collaborative relationships with customers going forward. Mapping the customer journey is a first step to making such relationships happen.
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