CURRENT TRENDS IN CUSTOMER EXPERIENCE FOR UTILITIES 2013 INDUSTRY SURVEY REPORT 89.5% of utilities companies plan investment in new technology in the next 12-18 months In preparation for Customer Experience Management for Utilities Europe 2013, due to take place 29th April – 1st May in London www.customerexperienceutilities.com Customer Management iQ conducted a short survey to get a view of current trends and challenges in the industry. The survey revealed that developing a consistent multichannel service is the biggest challenge for utilities companies when trying to engage with consumers, followed by dealing with low consumer interest in their wider product offering. The top influencer on customer choice of supplier is considered to be price. Meanwhile, utilities companies are prioritising customer experience (including billing) and optimisation of self-service channels as principal areas for improvement. The survey results also show that investment in new technology will be firmly on the radar for 89.5% of utilities companies in the next 12-18 months – and the top areas of investment will be voice-activated systems and online self-service. The 10.5% of companies which do not plan to invest cited lack of funds, development plans for existing systems and timing as the key reasons. It was also interesting to see that utilities companies are drawing inspiration from businesses in other sectors, with Amazon and Apple nominated as leading influencers. www.customerexperienceutilities.com Europe 2013 Main Conference: 29th – 30th April 2013 Post-Conference Workshop Day: 1st May 2013 London, UK presents the 2nd Annual

Customer Experience Management for Utilities Report 2013

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Download the full report here: http://www.customerexperienceutilities.com/MediaCenter.aspxCurrent Trends in Customer Experience for Utilities 2013 Industry Survey Report Customer Management iQ conducted a survey to get a view of current trends and challenges in the utilities industry. Among the key findings, the survey results showed that 89.5% of utilities companies plan investment in new technology in the next 12-18 months. The survey also revealed that developing a consistent multichannel service is the biggest challenge for utilities companies when trying to engage with consumers.

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Page 1: Customer Experience Management for Utilities Report 2013

Current trends in Customer experienCe for utilities

2013 industry survey report

89.5% of utilities companies plan investment in new technology in the next 12-18 monthsIn preparation for Customer Experience Management for Utilities Europe 2013, due to take place 29th April – 1st May in London www.customerexperienceutilities.com Customer Management iQ conducted a short survey to get a view of current trends and challenges in the industry.

The survey revealed that developing a consistent multichannel service is the biggest challenge for utilities companies when trying to engage with consumers, followed by dealing with low consumer interest in their wider product offering. The top influencer on customer choice of supplier is considered to be price. Meanwhile, utilities companies are prioritising customer experience (including billing) and optimisation of self-service channels as principal areas for improvement.

The survey results also show that investment in new technology will be firmly on the radar for 89.5% of utilities companies in the next 12-18 months – and the top areas of investment will be voice-activated systems and online self-service. The 10.5% of companies which do not plan to invest cited lack of funds, development plans for existing systems and timing as the key reasons. It was also interesting to see that utilities companies are drawing inspiration from businesses in other sectors, with Amazon and Apple nominated as leading influencers.

www.customerexperienceutilities.com

Europe 2013

main Conference: 29th – 30th April 2013post-Conference Workshop day: 1st may 2013london, uK

presents the 2nd Annual