Many companies provide their customers with a consistent experience across all channels, whether they are calling the contact center, voicing a complaint on Twitter or Facebook, or trying to find a way to pay a bill through the interactive voice response system or a self-service website. Although most electric and gas utilities are not in competitive markets, providing a consistent customer experience will help increase customer satisfaction—a common utility goal. To help identify the key methods of transforming the customer experience, we spoke with a few utilities that have an increased their focus on this metric.