Customer Centricity 

Customer centricity is an approach to doing business that focuses upon creating a positive experience for the customer by optimizing service and/or service and/or product offerings and building positive relationships.  Customer-centric utilities ensure that the customer is at the center of their philosophy, operations, and ideas. Customer-centric utilities incorporate the customer experience into all aspects of business operations and corporate decisions.

Get early access to our research. Utility 2030 Collaborative helps utilities develop essential insights to build customer-centric utilities of the future. If you are a utility professional,  we need your help collecting vital data about CX programs

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* 1. What type of utility do you work for?

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* 2. How many customer accounts do you serve?

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* 3. What services does your utility provide?

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* 4. In what regions does your utility operate?

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* 5. How customer-centric does your utility aspire to be by 2030? (select one)

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* 6. How customer-centric is your utility today? (select one)

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* 7. Please select the model of Customer Experience that your utility currently employs (select one)

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* 8. How would you best describe your utility's customer self-service maturity? (select one)

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* 9. How would you best describe your utility's customer communications and marketing maturity? (select one)

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* 10. How would you best describe your utility's analytics maturity? (select one)

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* 11. How would you best describe your utility’s value-added products and services maturity? (select one)

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* 12. Please rank each of the following enablers in terms of their importance to becoming a customer-centric utility?

  Not Important  Somewhat important Neutral Mostly important Very Important N/A
Cloud
Chatbots
RPA
Analytics
Machine Learning and Artificial Intelligence
Customer Journey Orientation
Internet of things
3rd Party Partners

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* 13. Do you plan on making any of the following technology investments in the future?

  Recently upgraded Within 12 months 1 - 2  years 3 - 5 years No Plans 
CIS
CRM
Self-Service Portal
Self-Service Mobile App
Chatbots
Machine Learning & AI
Customer Marketplace
Robotic Process Automation

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* 14. Please select “Yes” to receive “Advanced Connections” Utility 2030 Collaborative’s monthly newsletter about the data and trends driving customer-centric utilities.

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* 15. At what email address would you like to be contacted with the benchmarking results?

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