Cutting to the chase: The clarion call for delivering digital customer experiences has never been so strong for the energy and water providers.

In a world where customer experience (CX) rules have been written by the likes of Amazon and Uber, the other industry behemoths are now trying to play catchup. And thanks to the growing numbers of digital natives, the focus on CX is now becoming a business imperative. End customers today, expect energy & water providers to deliver the same level of convenience and ease as offered by the other tech giants and are less willing to tolerate poor customer service.

This industry is rather unique with millions dependent on it for basic services. Most customers perceived little control over the type of relationship, they would have with their energy & water provider. Now the situation has undergone a dramatic shift in a short time.