In the utility sector, as in many others, the road to digital-first customer experiences has been rather slow. Businesses have spent time discussing the latest technologies that could streamline operations, engage customers, and transform service delivery — but only a handful of electric and gas providers have made significant progress.

Amidst this backdrop, the first cases of COVID-19 appeared. This was a watershed moment that fueled innovation and rose people out of crises. For 2020, one transformational force has been digital technology. The energy provider embraced digital platforms to quickly adapt as the pandemic forced their customer service reps to work from home and field workers to distance.

Download the case study and find out how the US Midwest energy company that provides electric and natural gas services to more than 1.3 Mn customers, adopted CX digital platform to empower customers and help them, especially during the pandemic .

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