5. The digitalization of utilities

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Salesforce ’s latest survey, How Technology Can Improve Energy & Utilities Customer Satisfaction , reports how digitalized utilities companies now outperform those that have yet to integrate and update their legacy systems in terms of efficiency and effectiveness. The latter, in fact, lack flexibility and are no longer able to provide a personalized, quality service that meets the standards expected by their target audience, an essential requirement in today’s crowded and hyper-competitive market.

Especially in times of crisis, customer experience is a key differentiator . In jordan whatsapp resource fact, 80% of users say that the experience provided is as important as the products and services. In particular, users today expect to be able to:

easily report outages and problems,
count on timely support, on every channel,
get technical personnel to help resolve the issue, either on site or remotely,
monitor all activities, through their personal account,
enjoy personalized content.
While climate change is increasingly producing extreme weather conditions , the choice between different types of technologies has greatly expanded (think of the solutions currently available that exploit artificial intelligence, cloud and edge computing, just to name a few).