Serving energy customers in the United States for over a century, the leading energy provider operates by keeping customers at the heart of its business. With the current landscape of increased technology literacy and expectations of expedient service among customers, the utility understood the need to establish modern service delivery and build intelligent, personalized communications. How did the utility implement this?

Partnering with SEW, they implemented the #1 digital customer experience platform alongside Vertical AI-powered Smart Chatbot capabilities.

Key benefits delivered with the platform adoption:

• 24/7 intelligent chatbot support - providing instant answers on billing, outages, and more to meet rising customer expectations
• Personalized, data-driven communications – keeping customers informed, engaged, and empowered
• Streamlined operations - reducing costs and improving response times for more efficient service delivery
• Empowered customers – providing convenient self-service options that put control directly in their customers’ hands

Download the case study and learn how the utility is revolutionizing its customer relationship, improve customer interactions and drive citizen empowerment – all by incorporating AI/ML-powered chatbot.

One of the largest fully-regulated utility companies in the United States set its sights on business transformation and customer experience innovation. Adopting SEW’s Digital CX Platform, the energy provider embraced a transformational, data-driven and user-centric approach to achieve long-term success.

Download the case study and explore how the utility provided best-in-class self-service capabilities to its customers and unlocked the following benefits:

• Introduce a single, all-in-one platform to cater to the rising customer expectations and demands
• Reimagine customer engagement using mobile apps, website portals, virtual assistants and chatbots
• Elevate customer satisfaction across diverse customer segments with tailored experiences powered by AI/ML analytics

No matter where you are in your CX journey—on the bleeding edge or just getting started—COVID showed us all some great examples of what a truly digitally enabled customer experience could look like in the future. And for many, the recent world events provided a catalyst to attract a segment of customers into channels that might have otherwise taken years to draw in.

If designed well, and enabled with the right technology and architecture, your digital CX platform will not only help get through events like the pandemic that disrupt legacy channels, but also drive levels of engagement, loyalty and commitment that we always envisioned would be possible.

Download the whitepaper to find out what the new normal in Utility CX looks like.

Previewing The New Normal

• Simplicity of First Impressions
• Personalization and Smarter Value
• Heightened Awareness & Control
• Connecting Where the Customer ‘Lives’
• Integrating the workforce
• Unleashing the power of community