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.


Contributing Authors

Senior Analyst, Customer Engagement Solutions

Keenan Samuelson focuses on strategies to enhance the utility customer experience. He spends the majority of his time researching how to optimize...