Future customers’ behaviors and expectations will be substantially different than past customers’, and utility companies will need to adapt. E Source analyst and CCXP Keenan Samuelson explains how shifts in consumer psychology and advancements in technology have created a new kind of utility customer with five distinctly new needs:

  • More buying choices
  • Social status
  • Convenience and flexibility
  • Speed and efficiency
  • Custom options

The best way to respond, Keenan suggests, is by developing an enterprisewide customer experience program that includes every utility department. Members of the E Source Customer Experience Strategy Service can read his full report Why Utilities Need a Comprehensive CX Program to Survive in the Future.