Research Report

Verint Experience Index: Electric Utilities​

Verint Experience Index: Electric Utilities

Providers that Deliver Great Customer Experiences Boost CSAT & ROI

Electric utility customers are omnichannel consumers, switching channels according to personal needs. They also have clear ideas about what they value in a provider—and want utilities to earn their trust and loyalty.
With input from more than 6,200 electric utility customers, this Verint Experience Index report uncovers important CX trends and insights, including:
  • Which U.S. electricity providers are winning on CX
  • How providers are changing their CX approaches during COVID-19
  • Why digital failures lower satisfaction and cost providers millions
  • How prioritizing engagements can yield big CSAT gains

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